IPA IP 2025 Question 49
A question IPA Japan published in 令和7年度 ITパスポート試験 公開問題 問49, translated into English. ITPEC is based on the same exams.
Company A, which provides cloud services, not only has the operators of its service desk respond by telephone to questions concerning operation, but also publishes FAQs on its website. The reception hours of the service desk are from 9 a.m. to 6 p.m. Recently, in order to improve the service level of the service desk, the company has decided to introduce a chatbot for customers. Which of the following is the most appropriate effect of introducing the chatbot?
Explanation
The reception hours for inquiries can be extended — a chatbot answers automatically, so it can take questions outside the service desk's 9 a.m. to 6 p.m. hours.
A chatbot is software that replies to questions typed in a chat window in real time. It needs no operator, so it can run 24 hours a day, every day. Customers who have a question about operation at night or on a holiday get an answer at once instead of waiting for the desk to open, which raises the service level of the service desk.
Answer (c)
Why not others:
- •(a) — the chatbot chats with customers in place of the operators; it does not train the operators' chat skills
- •(b) — the chatbot does not take part in telephone calls, so it does nothing for the operators' telephone skills
- •(d) — a chatbot may answer from the FAQ content, but introducing it adds nothing to the FAQs on the website; enriching them is separate work
Key rule: A chatbot's main gain at a service desk is automatic, round-the-clock answers to routine questions, extending reception hours without more operators.
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.