Optimum has an SMS chatbot for customers with support questions, giving users quick access to 24/7 support. A customer can simply text their issue, and the bot uses language processing to bring the customer the best solution. Looking at their current chat set-up, how might Optimum optimize this chatbot?

Crafting a helpful error message in case the chatbot doesn’t work as expected.
Adding value before they extract value and letting the visitor know how they can help.
Using predefined answers instead of allowing folks to type in their own answers.
Visualizing the conversation first using a flow chart.

The correct answer is:

Using predefined answers instead of allowing folks to type in their own answers.