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?

MATLAB: An Introduction with Applications
6th Edition
ISBN:9781119256830
Author:Amos Gilat
Publisher:Amos Gilat
Chapter1: Starting With Matlab
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 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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