Reference no: EM133125669 , Length: word count:1200

Assessment

Purpose: The primary objective of this assignment is to learn about the architecture of intelligent agents and how to analyse the environments in which they operate. The secondary objective is to gain an understanding of the ethical issues related to the use of intelligent agents.

Assessment topic: Intelligent Agents

Task details: This assignment is to learn about the architecture of intelligent agents and how to analyse the environments explained in the following case study.

Case Study: How Scandinavia's largest telco is enhancing the customer experience with conversational Al

Technology Provider: boost.ai: CHATBOTS FOR THE ENTERPRISE Conversational Al, at scale

User Company: Norwegian telecommunications giant Telenor

Function: Customer offering services

Problem

Keeping the lines of communication open and accessible for customers is, ironically, one of the many challenges that telecommunications companies must contend with in the digital age. A 2019 industry report from the American Customer Satisfaction Index revealed that Telcos placed last in customer satisfaction when ranked against other private sector companies such as banks and insurance firms. In the Nordics, customer satisfaction in the telecommunications industry continues to trend upwards, but considering the heightened expectations of today's tech-sawy consumers, it does raise the critical question as to what exactly a telco can do in order to consistently deliver the kind of instant, effective and on-brand assistant that its customers so clearly demand.

This very issue was at the centre of Norwegian telecommunications giant Telenor's drive to digitize customer service offerings with the introduction of conversational artificial intelligence. "Communication is the heart of everything we do at Telenor," says Anna Masender, the company's Head of Customer Servic Masender is principally responsible for Telenor's omnichannel support strategy and is spearheading tl adoption of automated online chat as a leading method of company-customer communication. "Custome come to us with issues that are important and individual to them, and we need to be both easily accessib when they require it, and capable of making them feel reassured. Conversational Al presents itself as 0 perfect platform to achieve these goals," adds Masender.

Upon completion of the Telenor case study, students should be able to:
• Define and provide an example of an external performance measure
• Identify the elements of an environment
• Describe the properties of an environment in terms of whether it is
• accessible or inaccessible
• deterministic or nondeterministic
• episodic or nonepisodic
• static or dynamic or semi-dynamic
• discrete or continuous
• Identify actuators
• Identify sensors
• Identify goals and plans
• Analyze and propose agent architecture
• Table lookup
• Simple reflex
• Goal-based
• Utility-based
• Define and provide an example of an internal evaluation function, stating whether it is
• Static
• Dynamic
• Propose a utility function to select among multiple competing goals

Consider the following PEAS description of the agent: Performance Measure, Environment, Actuators, Sensors

Question 1: Determine what type of agent architecture is most appropriate (table lookup, simple reflex, goal-based, or utility-based). Give a detailed explanation and justification of your choice.

Question 2: Describe the (internal) evaluation function that might be used by boost.ai. Is it a static or a dynamic evaluation function?

Question 3: Assume that you designed a utility-based agent for the boost.ai (whether or not the problem warrants it). Describe the utility function that it might use.

Question 4: What (external) performance measures would you recommend for the boost.ai?

Question 5: Describe the properties of the environment of the boost.ai in terms of the principal distinction we can make (accessible vs. inaccessible, deterministic vs. non-deterministic, episodic vs. non-episodic, static vs. dynamic vs. semi-dynamic, discrete vs. continuous). That is, identify in detail which properties an, characteristic of the environment described, and give a justification for your description.
Submission requirements details: Report submission in week 6; Demonstration in week 7
• Maximum number of words: 1200