A regional retail corporate team is contemplating a decision to purchase an automated customer service system. The mean cost of a phone call handled by an automated menu customer service system is $0.75 while the mean cost of a phone call passed onto a “live” operator is $7.00. However, empirical data show that as more and more companies have implemented automated systems, customer annoyance with such systems has grown substantially. Many customers are quick to leave the automated system when given an option. According to the Center for Marketing Research, 40% of all callers to automated customer service systems automatically opt to go to a live operator when given a chance. What if the company decided to base their decision on the results of the analysis on the following information: If ten independent callers contact an automated customer service system, what is the probability that: a. None will automatically opt to talk to a live operator? b. Exactly 1 will automatically opt to talk to a live operator? c. Two or fewer will automatically opt to talk to a live operator? d. Three or more will automatically opt to talk to a live operator?
A regional retail corporate team is contemplating a decision to purchase an automated
customer service system. The mean cost of a phone call handled by an automated menu
customer service system is $0.75 while the mean cost of a phone call passed onto a “live”
operator is $7.00. However, empirical data show that as more and more companies have
implemented automated systems, customer annoyance with such systems has grown
substantially. Many customers are quick to leave the automated system when given an
option. According to the Center for Marketing Research, 40% of all callers to automated
customer service systems automatically opt to go to a live operator when given a chance.
What if the company decided to base their decision on the results of the analysis on the
following information: If ten independent callers contact an automated customer service
system, what is the probability that:
a. None will automatically opt to talk to a live operator?
b. Exactly 1 will automatically opt to talk to a live operator?
c. Two or fewer will automatically opt to talk to a live operator?
d. Three or more will automatically opt to talk to a live operator?
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