IPA IP 2025 Question 54
A question IPA Japan published in 令和7年度 ITパスポート試験 公開問題 問54, translated into English. ITPEC is based on the same exams.
At a call center, AI that recognizes the speech of the conversation between a customer and an operator and displays candidate answers to the customer’s inquiry on the screen of the operator’s PC was introduced into the system that supports operators who handle telephone inquiries from customers. The number of inquiries handled per day is 1,000, and they were divided into two (2) groups, A and B, according to the content of the inquiries. When the number of inquiries handled and the handling time of each group before and after AI introduction are as shown in the table, by what percentage could the time for handling the 1,000 inquiries be reduced after AI introduction?
Number of inquiries handled and handling time by group before and after AI introduction
Before AI introduction
After AI introduction
Explanation
30% — weight each group’s change by its share of the total handling time, not by its number of inquiries.
Take the total handling time before AI introduction as 100.
The time for the 1,000 inquiries falls from 100 to 70: (100 − 70) ÷ 100 = 0.3, so it is reduced by 30%. The numbers of inquiries (800 and 200) are the same before and after, so they do not enter the calculation.
Answer (a)
Why not others:
- •(b) 40 — weights group A’s 50% reduction by its share of the inquiries (800 of 1,000) instead of its share of the time: 0.5 × 0.8 = 0.4
- •(c) 50 — takes group A’s own reduction as the reduction for all 1,000 inquiries, forgetting that group B did not change
- •(d) 60 — takes group A’s share of the time before (60%) as the reduction
Key rule: A part’s percentage change moves the whole by that change times the part’s share of the same quantity: 50% of 60% of the time is 30% of the time.
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.