問16
頻出度★★★
コールセンターにおける電話応対業務において，AIを活用し，より有効なFAQシステムを実現する事例として，最も適切なものはどれか。
令和5年度 ITパスポート試験 問16
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 16
Incorrectア
This is merely training for operators: studying question-and-answer cases that use the existing FAQ on a web screen. It is a mechanism in which people learn by looking at study materials, and it does not use AI to upgrade the FAQ system itself.
Incorrectイ
Routing the call to the operator in charge based on the dial number entered according to the guidance is so-called call routing by voice guidance (IVR). It is a conventional mechanism that follows a predetermined correspondence between numbers and operators, and it does not perform any AI analysis.
Incorrectウ
Retrieving the customer's information and the records of past inquiries and answers from the customer information database based on the received telephone number and showing them on the screen is automatic display of customer information by CTI (Computer Telephony Integration). It is convenient, but it is just a database-search mechanism, not an example of using AI to raise the accuracy of FAQ answers.
- エ
正解 エ is correct. In this example, the system reads not only the content but also the emotion from the voice of the question during the call, analyzes them, and raises the accuracy of selecting the best answer candidate from the FAQ. Here it combines AI (artificial intelligence) technologies such as voice recognition, natural language processing, and emotion analysis, achieving real-time voice analysis and automatic recommendation of the best answer, which are difficult to do by hand. This is a typical example of using AI to make a FAQ system more effective, and it best matches the intent of the question.
ここがポイント
- In questions that ask you to identify examples of using AI, the key is to distinguish conventional automation and efficiency improvements, such as plain database searches, call routing, and human training, from the advanced analysis and reasoning unique to AI, such as voice recognition, natural language processing, and emotion analysis.
- Enhancing a FAQ system with AI means analyzing the content of an inquiry (and even the speaker's emotion) and automatically recommending and selecting the best answer candidate. It follows the same idea as a chatbot, and the point to grasp is that AI contributes to raising the accuracy of answer selection.
用語