ITPEC IP April 2022 Question 62
For a system that accepts a query from a user in the input area on the web site, which of the following is the most appropriate mechanism to efficiently and promptly respond to the query in an interactive and automated manner?
Explanation
Chatbot — a program that answers users' questions automatically and interactively, in a conversation.
A chatbot takes the question typed into the input area of the web site, interprets it (by rules or AI), replies at once at any hour, and continues the dialogue until the user has an answer; cases it cannot handle are passed to a human. That makes the response interactive, automated and prompt, as the question asks.
Answer (b)
Why not others:
- •(a) Recommendation — suggests products or content from a user's preferences or history; it does not answer a query
- •(c) Escalation — passing an unresolved issue to a higher support level or a specialist; a procedure, not an automated responder
- •(d) FAQs — a static list of common questions and answers that users browse or search themselves; nothing responds to the user's own query
Key rule: Automated and interactive means a dialogue with the user, which is a chatbot; FAQs are self-service content and escalation hands a case upward.
Service Management · AI-written, may contain errors
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