IPA IP 2020 Question 49
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49, translated into English. ITPEC is based on the same exams.
A company has decided to introduce a chatbot in order to improve the service of its service desk. Which of the following is the most appropriate description concerning a chatbot?
Explanation
Automatic real-time responses, in conversation form, to inquiries made by text or voice — that is what a chatbot (chat + robot) does at a service desk.
The user types or speaks a question, on a website, in an app or on the phone, and the software replies at once as if in a conversation. Simple chatbots match keywords against prepared answers such as FAQs; AI chatbots understand free wording and generate their replies. A service desk uses one to answer routine questions around the clock and to pass harder ones to staff, which raises its service level.
Answer (d)
Why not others:
- •(a) — replacing routine input work on a PC with a software robot is RPA (Robotic Process Automation)
- •(b) — listening to speech and turning it into text in real time is speech recognition (transcription); it does not answer anyone
- •(c) — collecting frequent questions and their answers for users to search themselves is an FAQ; the user does the searching, nothing replies to them
Key rule: Chatbot = automatic conversation; RPA = automatic routine PC operations; FAQ = answers users look up; speech recognition = voice to text.
Service Management · 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.