問54
頻出度★★★
利用者からの問合せの窓口となるサービスデスクでは, 電話や電子メールに加え, 自動応答技術を用いてリアルタイムで会話形式のコミュニケーションを行うツールが活用されている。このツールとして, 最も適切なものはどれか。
令和元年度 秋期 ITパスポート試験 問54
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 54
Incorrectア
An FAQ is a static document or list that compiles “frequently asked questions” and their answers in advance. It is a format in which users read and search through it by themselves; it is not a “tool” that automatically responds in real time in a conversational form, so it is inappropriate.
Incorrectイ
RPA (Robotic Process Automation) is a mechanism that uses software robots to automate routine clerical tasks on a PC. Its purpose is to automate business processing, not to serve as a communication tool that converses with users, so it is inappropriate.
Incorrectウ
Escalation refers to a “response process (procedure)” of handing over an inquiry that cannot be resolved at the first level of support to a higher-level person or a specialized department. It is not itself a tool that automatically responds and converses, so it is inappropriate.
- エ
正解 The correct answer is “エ: Chatbot”. A chatbot is a program that uses automatic response technology based on pre-prepared scenarios or AI to automatically reply to the text entered by users, in real time and in a conversational form. If it is introduced at a service desk, it can respond to inquiries instantly around the clock in addition to telephone and email, which exactly matches the condition stated in the question, “a tool that uses automatic response technology to conduct real-time conversational communication.”
ここがポイント
- A chatbot is a program that uses automatic response technology (scenarios or AI) to respond to users in real time in a conversational form; it is used for handling inquiries at a service desk.
- Distinguishing confusing terms: an FAQ is a static collection of questions, RPA is automation of routine tasks, and escalation is a process of handing work over to a higher level; none of them is a “conversation tool”.
用語