Ms. Audrey Brown, the senior manager of ABC Pte Ltd., is in charge of ABC's Customer Service Department. In the past several months, the company received many customers' complaints about long waiting time to be served, especially via phone, and poor customer service. On the average, each customer had to wait for 30 minutes before he/she could talk to a customer service officer. Thus, Audrey has used virtual agents, such as chatbots, to reduce the waiting time without the need to hire more customer service officers and improve customer satisfaction. Virtual agents have also helped her train her staff to improve their customer service skills. ABC's customers can obtain basic information about its products and services via chatbots. Thus, they do not need to wait for customer service officers for a long period of time. The Customer SatisfactionScore of the company has significantly improved. More customers are served in each working day with the same number of customer service officers. This is an example of ________.

a) efficiency and effectiveness

b) ineffectiveness and productivity

c) efficiency and ineffectiveness

d) effectiveness and equity