問49
頻出度★★★
クラウドサービスを提供する A 社では, 操作に関する質問に対して, サービスデスクのオペレーターが電話で対応するだけでなく, ホームページ上に FAQ を公開している。サービスデスクの受付時間は午前9時から午後6時までである。このたびサービスデスクのサービスレベルを向上させるために, 顧客向けのチャットボットを導入することにした。チャットボット導入の効果として, 最も適切なものはどれか。
令和7年度 ITパスポート試験 問49
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 49
Incorrectア
A chatbot is a mechanism that automates customer response; it does not improve the operators' own chat-handling skills. Skill improvement is an effect of education and training, not an effect of introducing a chatbot.
Incorrectイ
There is no direct causal relationship between introducing a chatbot and improving the operators' telephone-handling skills. Telephone-handling skills are improved through education and training of people, and cannot be explained as an effect of introducing a bot.
- ウ
正解 A chatbot is a program that responds automatically without human intervention. In this question, the service desk's phone reception hours are limited to 9:00 a.m. to 6:00 p.m., but if a chatbot is introduced, it can automatically respond to customer inquiries even at night or early morning when human operators are not on duty. Therefore, being able to extend the reception hours (the hours during which responses are possible) is the most appropriate effect of the introduction, and the correct answer is ウ.
Incorrectエ
Enriching the content of the FAQs (Frequently Asked Questions) is the result of the work of collecting and organizing common questions and expanding the published text. Introducing a chatbot does not automatically make the content of the FAQs on the existing website more substantial, so this cannot be called the most appropriate effect of the introduction.
ここがポイント
- A chatbot is a program that responds automatically to natural-language inquiries; it can respond outside reception hours (e.g., 24 hours) without using manpower, helping to extend the service desk's available response time and reduce the labor of first-line response.
- In the context of a service desk (improving service level), the 'effect' of introducing a tool should not be evaluated by improvement in staff skills, but by the results that the mechanism brings, such as extending response hours and improving efficiency through automation.
用語