問32
頻出度★★☆
ある会社の EC サイトでは, 利用者からのチャットでの多様な問合せについて, オペレータが対応する仕組みから, ソフトウェアによる自動対応に変更した。このとき, 利用者の過去のチャットの内容などを学習して, 会話の流れから適切な回答を推測できる仕組みに変更するために使われた技術として, 最も適切なものはどれか。
令和2年度 ITパスポート試験 問32
ストラテジ系ビジネスインダストリ › ビジネスシステム
This question's explanation and your answers so far.
解説
問 32
- ア
正解 The correct answer is ア, AI. The question asks for a mechanism that learns from things such as users past chat content and can infer an appropriate answer from the flow of the conversation. The technology that learns rules and patterns from data and infers (reasons out) an appropriate output for unknown input is exactly AI (Artificial Intelligence). Here, a chatbot (automated-response software) using AI learns from the accumulated dialogue data and generates answers that fit the context, thereby replacing operator-based human handling with automated handling. Because the keywords learning and inference connect directly to the core functions of AI, ア is the most appropriate.
Incorrectイ
AR (Augmented Reality) is a technology that overlays computer-generated information or imagery onto a real-world scene. Its purpose is visual information augmentation, and it has nothing to do with the function of learning chat content and inferring answers, so it is incorrect.
Incorrectウ
CRM (Customer Relationship Management) is a management approach or system that centrally manages customer information and transaction history and uses it for sales and support. Although it is a framework that supports customer handling, it is not itself a technology that learns from dialogue data and infers answers, so it does not fit this question and is incorrect.
Incorrectエ
ERP (Enterprise Resource Planning) is a mechanism that integrates and manages the data of core business operations such as accounting, production, sales, and human resources in order to use management resources efficiently. Its purpose differs from chat automated response and from learning and inference, so it is incorrect.
ここがポイント
- AI (Artificial Intelligence) is a technology that learns from large amounts of data to acquire patterns and can infer an appropriate output for unknown input; it forms the core of chatbot automated responses.
- AR = Augmented Reality, CRM = Customer Relationship Management, ERP = Enterprise Resource Planning. These are all frequently tested acronyms, and the key point is not to confuse their respective purposes and target domains.
用語