問46
頻出度★★★
ユーザからの問合せに効率よく迅速に対応していくために, ユーザが Web 上の入力エリアに問合せを入力すると, システムが会話形式で自動的に問合せに応じる仕組みとして, 最も適切なものはどれか。
平成31年度 春期 ITパスポート試験 問46
マネジメント系サービスマネジメント › サービスマネジメントシステム
This question's explanation and your answers so far.
解説
問 46
Incorrectア
Recommendation is a mechanism that analyzes a user's preferences from their purchase history, browsing history, and so on, and recommends products or information they are likely to be interested in. It does not automatically respond to inquiries in a conversational format.
- イ
正解 The correct answer is イ, the chatbot. A chatbot is a mechanism that combines “chat (conversation)” and “bot (automatic-response program)”; for an inquiry that a user enters as text, the system automatically responds in a conversational format. It exactly matches the condition in the question, “when an inquiry is entered into the input area on the Web, the system automatically responds in a conversational format”, and it also meets the requirement of responding efficiently and quickly without human intervention.
Incorrectウ
Escalation refers to the operational stage of handing over an inquiry that a first-line responder cannot resolve to a higher-level person or a specialized department. It is a procedure in which people escalate the handling, not a mechanism in which the system automatically responds in a conversational format.
Incorrectエ
FAQ is a list of “frequently asked questions” and their answers, compiled and posted in advance. It provides static information in which users search for the relevant item themselves, and it does not automatically respond to entered inquiries in a conversational format.
ここがポイント
- A chatbot consists of “chat (conversation)” plus “bot (automatic-response program)”; it automatically responds to entered inquiries in a conversational format, making inquiry handling more efficient and faster.
- Distinguish it from similar support terms (recommendation = recommending products or information, escalation = handing over to a higher level, FAQ = a collection of frequently asked questions) by “whether it automatically responds in a conversational format”.
用語