ITPEC IP October 2024 Question 58
ITPEC IP October 2024 — Question 58 of 100
A chatbot is a tool that can automatically respond to users' service-desk questions through conversation. It interprets a request, selects a response from rules or a knowledge base, guides the user through troubleshooting, and can hand the case to a human agent when necessary. This adds an automated contact channel alongside telephone and e-mail.
Answer (d)
Why not others:
- (a) FAQ is a static collection of common questions and answers rather than an interactive automated-response tool
- (b) RPA automates repetitive business operations by interacting with systems, but it is not specifically a conversational user-contact channel
- (c) Escalation transfers an issue to another support level or authority
Key rule: A chatbot conducts automated dialogue; an FAQ publishes information, RPA automates tasks, and escalation routes cases.
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