ITPEC FE Subject A April 2024 Question 46
Which of the following is a case that enables the customer support operations at a call center to improve quality by applying a pattern recognition function or machine learning function to the accumulated data?
Explanation
Deriving the best response in real time from past support history — only this option has the system learn from accumulated data to produce an answer.
Pattern recognition and machine learning find regularities in large amounts of stored data. Here the system matches the content of a new inquiry against related materials and all previous support history, and proposes the most appropriate response while the call is in progress, raising answer quality for every operator.
Answer (a)
Why not others:
- •(b) — pops up a manual or customer record on request; the system only retrieves and displays stored content and learns nothing from it
- •(c) — role-play training led by an experienced operator is people teaching people, with no analysis of data
- •(d) — transferring a call to an expert is escalation by routing, not machine analysis of accumulated data
Key rule: A machine learning use case has the system infer new output from patterns in accumulated data; retrieval, display, human training and call routing are not machine learning.
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