ITPEC IP April 2025 Question 60
Which of the following is the most appropriate interface that responds to the query from a user 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 the user types, 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 and automated, 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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