This question's explanation and your answers so far.
顧客からの電話による問合せに対応しているサービスデスクが, 次のようなオペレータ支援システムを導入した。このシステム導入で期待できる効果 a～c のうち, 適切なものだけを全て挙げたものはどれか。 顧客とオペレータの会話をシステムが認識し, 瞬時に知識データベースと照合, 次に確認すべき事項や最適な回答の候補をオペレータのディスプレイに表示する。 a 経験の浅いオペレータでも最適な回答候補を基に顧客対応することができるので, オペレータによる対応のばらつきを抑えることができる。 b 顧客の用件を自動的に把握して回答するので, 電話による問合せに24時間対応することができる。 c 対応に必要な情報をオペレータが探す必要がなくなるので, 個々の顧客対応時間を短縮することができる。
“a, b”. a is appropriate, but b is inappropriate. b claims that “the system automatically grasps and answers the request, so telephone inquiries can be handled 24 hours a day”, but this system displays candidate answers to support the operator; it does not respond automatically and unattended. It cannot provide 24-hour support even during hours when no operator is present, so ア, which includes b, is wrong.
“a, b, c”. a and c are appropriate, but it includes the inappropriate b. b's claim of “answering automatically and providing 24-hour support” is a mistaken expectation that exceeds the function of an operator support system, so as long as it includes b, イ is wrong.
正解 This system recognizes the conversation between the customer and the operator, matches it against a knowledge database, and “displays” on the operator's screen the items to confirm next and the best candidate answers to support the operator. The key point is that it is a support tool premised on a human operator handling the response. For a: even an inexperienced operator can respond based on the displayed best candidate answers, so variation in response quality among operators can be suppressed (appropriate). For c: operators no longer need to search for the required information themselves, since candidates are shown on the screen, so the response time for each individual customer can be shortened (appropriate). Therefore the appropriate effects are a and c, and the correct answer is “ウ (a, c)”.
“b, c”. c is appropriate, but it includes the inappropriate b and lacks the appropriate a. As noted above, b means unattended 24-hour support, which this system cannot achieve, so エ is wrong.