IPA IP 2020 Question 32
A question IPA Japan published in 令和2年度 10月 ITパスポート試験 公開問題 問32, translated into English. ITPEC is based on the same exams.
Same question on ITPEC: Apr 2024 Q91
An EC site handles a wide range of user inquiries via chat with a mechanism where operators provide a response. It decides to use a new mechanism where software learns from the content of users’ past chats, infers an appropriate response from the flow of the conversation and provides an automatic response. Which of the following is the most appropriate technology that is used in the new mechanism?
Explanation
AI — software that learns from past chats and infers a suitable reply from the flow of the conversation is artificial intelligence, used here as a chatbot.
Two features of the new mechanism point to AI: it learns from data, the content of users' past chats (machine learning), and it understands the user's text and infers a response from the conversation (natural language processing). The result is a chatbot that answers routine inquiries automatically at any hour, leaving the operators the difficult cases.
Answer (a)
Why not others:
- •(b) AR — augmented reality overlays digital information on a view of the real world, such as through a smartphone camera; it neither learns nor converses
- •(c) CRM — customer relationship management keeps each customer's data and history to build long-term relationships; it can store the inquiries but does not generate the replies
- •(d) ERP — enterprise resource planning integrates the core business resources, such as accounting, production, sales and personnel, in one system
Key rule: Learning from data and inferring an answer are the marks of AI; system names such as CRM and ERP say which business data is managed, not how a machine reasons.
Business Industry · AI-written, may contain errors
This question comes from the past questions IPA Japan publishes, translated into English by ITPEC Practice. ITPEC Practice is an independent study tool and is not affiliated with IPA or ITPEC. See the original paper (PDF) or Report an issue.