AI-900 Question 21
Single answerYou are designing an AI solution for a customer service platform that needs to automatically identify the intent behind customer queries and provide relevant responses. Which of the following workloads would best address this requirement?
- A
Sentiment analysis
- B
Speech-to-text conversion
- C
Text classification
- D
Optical character recognition (OCR)
Show answer and explanation
Correct answer: C
Explanation
Identifying the intent behind customer queries is a natural language processing (NLP) workload commonly addressed using text classification. This technique allows the AI system to categorize input text into predefined labels based on its content, enabling the platform to provide relevant responses. Other options, like sentiment analysis or OCR, serve different NLP or AI functions that do not align with understanding query intent.
- A. Incorrect.
Sentiment analysis is used to determine the emotional tone of a text, such as whether it is positive, neutral, or negative, but it does not directly identify the intent behind a query.
- B. Incorrect.
Speech-to-text conversion is used to transcribe spoken language into text, but it does not address the task of identifying query intent.
- C. Correct.
Text classification is the correct option as it involves categorizing text into predefined categories, such as identifying the intent of a customer query (e.g., 'order status', 'refund request').
- D. Incorrect.
Optical character recognition (OCR) is used to extract text from images or scanned documents, but it is not relevant to intent detection in customer queries.