In the Blue Cross Blue Shield Case Study, Speech Analytics

question 57

Multiple Choice

In the Blue Cross Blue Shield case study, speech analytics were used to identify "confusion" calls by customers. What was true about these calls?

• A) They took less time than others as frustrated customers hung up.
• B) They led customers to rely more on self-serve options.
• C) They were not documented by customer service reps for speech analytics.
• D) They were difficult to identify using standard phrases like "I don't get it."

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Definitions:

Y-Intercept

The y-intercept of a line or curve on a graph is the point at which it crosses the y-axis, indicating the value of the dependent variable when all independent variables are zero.

Slope

In the context of linear regression, the slope indicates the change in the dependent variable for each unit change in the independent variable.

Least Squares Regression Line

A straight line that best fits the data according to the method of least squares, minimizing the sum of the squares of the differences between observed and predicted values.

Actual Value

The true value of a parameter or measurement, often unknown in practice and estimated from data.