Final answer:
A support agent explains a solution to a user to ensure understanding of both the problem and the solution, often using a problem-and-solution writing approach supported by factual evidence and definitions. The purpose can be to examine a problem and explain possible solutions or to recommend a specific solution. The importance of this explanation is to provide clarity and to bridge the gap between problem identification and resolution.
Step-by-step explanation:
The question pertains to the communication process between a support agent and a user after identifying a solution to a problem. An explanation in this context is crucial for ensuring that the user not only gets a solution but also understands the problem and the rationale behind the chosen solution. This is often achieved through a well-structured explanation that involves a description of the problem, presentation of the solution, and use of supporting evidence to demonstrate the effectiveness and workability of the provided solution.
Problem-and-solution writing is integral for such communication. It can be approached by first identifying the problem and proposing a solution or by presenting the solution and then discussing the problem that necessitated it. It’s important to use factual evidence and definitions to support the explanation and to cite sources where applicable.
For example, if the problem is the spread of hate speech on social media, the solution could be an increase in professional monitoring and improved algorithms. Supporting evidence such as policy violation response times and data from credible sources.
Ultimately, the agent’s objective is to guide users through the process, ensuring that they have a comprehensive understanding of both the problem and the solution, and to make sure the solution reaches the intended audience effectively.