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Design Thinking for Data-Driven App Development · Quiz 2 · 16 Aug 2026 · May 2026 term

Question 21: [AssistAI] Which of the following would be the most appr…

Question 21

+2 marksOne correct option

Answer the given subquestions from 23 to 27 based on the scenario given below:
Case Study: AssistAI
AssistAI is a technology startup developing an AI-powered customer-support system for e-commerce platforms. The system includes a chatbot for customers and an AI-assisted dashboard that helps support agents identify suitable resolutions and automate repetitive tasks.
Although the system was initially adopted by several e-commerce clients, recent data show a decline in chatbot usage and customer satisfaction. Support agents also report that the system’s recommendations are not always useful during complex customer interactions. The startup has engaged you to identify the causes of low adoption and recommend improvements.

[AssistAI] Which of the following would be the most appropriate first step for understanding the needs and experiences of the system’s key users?

  1. A

    Conduct an internal workshop with the project team and prepare a journey map based on their assumptions.

  2. B

    Interview e-commerce managers and map only the organization’s customer- support workflow.

  3. C

    Interview customers using the chatbot and support agents working with the system, and map their respective journeys.

  4. D

    Proceed directly to root-cause analysis because the decline in satisfaction has already been identified.

Show answer

Correct answer

  • C

    Interview customers using the chatbot and support agents working with the system, and map their respective journeys.

See the whole paperTake it as a mock test

Question 21 of 25 in the IIT Madras BS Design Thinking for Data-Driven App Development (Design Thinking) Quiz 2 paper sat on 16 Aug 2026, in the May 2026 term (Design Thinking For Data- Driven App Development 16 Aug 26). It carries 2 marks.

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