ITPEC IP October 2024 Question 86
In call handling at a call center, which of the following is the most appropriate example of the use of AI to implement a more effective FAQ system?
Explanation
Inferring emotion and intent from the caller's voice to choose the best FAQ answer — the only option where the system must recognize and judge, which is the work AI does.
AI techniques such as speech recognition and machine learning turn the caller's audio into text, estimate the emotion and intent behind it and rank the candidate FAQ answers by how well they fit. This handles unstructured, variable input that a fixed rule or an exact lookup cannot, which makes the FAQ system more effective.
Answer (d)
Why not others:
- •(a) — showing example questions and answers on a web screen is ordinary e-learning for operator training; nothing is inferred
- •(b) — assigning a call by the number the caller keys in is rule-based IVR (interactive voice response)
- •(c) — finding the caller's number in the customer database and showing past records is CTI with an exact database lookup, not inference
Key rule: AI fits where the system must recognize or infer meaning from unstructured data such as speech, text or images; exact lookups and fixed routing rules need no AI.
Business Industry · AI-written, may contain errors
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