ITPEC IP April 2022 Question 62
ITPEC IP April 2022 — Question 62 of 100
A chatbot provides prompt, automated, interactive responses to queries entered by website users. It interprets a user's message, conducts a dialogue, and returns a relevant answer or guides the user through a task. It can handle repeated inquiries continuously and transfer unusual cases to a human agent.
Answer (b)
Why not others:
- recommendation proposes items based on preferences or behavior rather than conducting a support dialogue
- escalation passes an unresolved issue to a higher support level
- FAQs are static prepared answers that users search or browse themselves
Key rule: Chatbots automate two-way conversational support; FAQs supply static reference material, and escalation routes cases elsewhere.
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