Intelligent agents are software capable of reasoning and following rule-based processes. Currently available intelligent agents fall into four categories according to the types of data analyzed and the kinds of tasks the agent can complete.

Identify the type of intelligent agent being used in each scenario.

Personal agent				Krishna opens an app on his phone and tells the app to schedule his haircut appointment for early next week.
Data-mining agent			Marcelo examines a weekly report warning of potential manufacturing defects as indicated by problems discussed during recorded customer service calls.
Information agent			Marta schedules early maintenance on one of her company's tour buses in response to alerts indicating the bus is operating at higher than normal engine temperatures.
Monitoring agent			Yondela pulls up a list of trending news topics to determine which articles to highlight on her newspaper's Website.

Your CEO recently asked you to research how your company might use Alexa to help increase efficiency with office procedures and management tasks. After doing some research and testing an Alexa device on your own, you're ready to report your findings to the CEO.

CEO:

I've heard a lot about Alexa, but I'm having trouble imagining how this will work. What did you find out?

You:

Alexa and similar assistants are helpful because they rely on Select A) NLP B) ML C) GUIsD) NGAs so users can talk with the device instead of having to enter commands on a computer.

CEO:

So what kinds of things might I use Alexa to do? Send an email? Bill customers? Lead a meeting?

You:

Some of those tasks might be a little too advanced for Alexa at the moment, but there are plenty of things you can tell her to do. Alexa skills use Select A) ML B) GAs C) CBR D)GPS to get to know you. Over time, she will keep getting better at figuring out what you mean when you give verbal commands to complete tasks like scheduling a meeting. She can even reserve a meeting room, send announcements, or automatically connect to a video conference call.

CEO:

If we all have Alexa devices here in the office, how will the software know who is speaking when you tell her to do something like schedule a meeting?

You:

We can Select A) train B) learn C) upgrade D) program Alexa to recognize each person's voice so, regardless of which Alexa device you're speaking to, she will know who you are and will adjust to your unique profile of interests, resources, and needs.

Your company is considering deploying a chatbot, a "virtual customer assistant", to initially handle customer service calls and, only when necessary, route callers to human operators for additional assistance. You're discussing the options and concerns with your CMO (chief marketing officer) to determine how best to approach this project if your company decides to move forward with the initiative.

CMO:

I guess I'm a little old-fashioned, but I'm concerned this will actually be a turn-off for customers, that they'll get frustrated with the chatbot and we'll lose business.

You:

That's certainly a risk with any change. But a lot of people, especially younger folks, prefer chatbots when appropriate because it means they can get an immediate response to their query. I think the key is to configure the system for human Select A)collaboration B) autonomy C) intelligence D) approval , not replacement. The AI system should know its limits and provide an easy route for the customer to get to a real person when they want it.

CMO:

What about the flip side of that scenario? Will customers even know they're talking with a chatbot?

You:

Research shows that Select A) transparency B) complexity C)stability D) bias is critical for the success of these chatbots. So yes, it's important to disclose to customers that they're interacting with a chatbot.

CMO:

I know chatbot conversations are transcribed and saved. How does this affect our policies on data privacy? Won't customers share information in a chatbot conversation that they expect to be protected?

You:

Definitely. Any chatbot conversation is subject to data privacy laws. What's more, we can give customers the right to be Select A)forgotten B) rewarded C) transferred D) reimbursed by the system so that, if desired, those transcripts are deleted.

CMO:

Why do we need to save the transcripts at all, then?

You:

Chatbot programs are AI-driven, and most of them continue to learn from each conversation, even once the chatbot is released into the production environment. Transcripts of conversations help the chatbot get smarter and handle future conversations more skillfully. We do need to be careful what a chatbot learns in a live environment, though. Chatbots should never be allowed to do or say anything that could be harmful to a human. For example, we'll need to configure Select A)language filters B) encryption measures C) environment variables D) algorithm bias to keep the chatbot's vocabulary under control.