In online chat, which aspect refers to addressing specific questions that may not be answered on a traditional FAQ?

• A. The immediacy of responses
• B. The personalization of answers to questions
• C. The breadth of knowledge base
• D. The self-service capability

Answer: (B)

Personalization of answers in online chat focuses on tailoring responses to the exact questions a user asks when FAQs don't cover them. This means using context from the user’s situation—such as their product, account, or specific issue—to provide a direct, customized solution rather than a generic reply. When a question falls outside a traditional FAQ, personalized answers help close the gap by addressing nuances, exceptions, or steps relevant to that user. The other aspects don’t target how a single, unique query is answered: immediacy is about speed, breadth is about how many topics are covered, and self-service is about users finding answers on their own rather than receiving a tailored response.