ITPEC IP October 2024 Question 58
In a service desk that acts as the point of contact for users, a tool that uses automated response technology is used in addition to telephone and e-mail. Which of the following is the most appropriate example of such a tool?
Explanation
Chatbot — a program that answers users' questions automatically in a conversation.
A chatbot receives a user's typed question, matches it against rules or a knowledge base (often using AI), replies at once at any hour, and hands the case to a human agent when it cannot answer. That makes it an automated-response contact channel beside telephone and e-mail.
Answer (d)
Why not others:
- •(a) FAQ — a static list of common questions and answers that users search themselves; it does not respond to anyone
- •(b) RPA — software robots that automate routine office operations on PCs, not a channel for talking with users
- •(c) Escalation — passing an incident to a higher support level or a specialist; a procedure, not a tool
Key rule: Automated response means dialogue with the user, which is a chatbot; an FAQ is self-service content and RPA automates office tasks.
Service Management · AI-written, may contain errors
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