mediumMultiple Choice
AIF-C01 Practice Question: Automatically categorize customer support tickets…
A company wants to automatically categorize customer support tickets into predefined categories such as 'billing', 'technical', and 'account'. Which AWS service is BEST suited for this task?
⚠ Common exam trap
The trap is that candidates often confuse Amazon Comprehend (NLP for text analysis) with Amazon Textract (OCR for document text extraction), mistakenly thinking that extracting text from a ticket is the same as understanding or categorizing it.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Amazon Comprehend
Amazon Comprehend is a natural language processing (NLP) service that uses machine learning to extract insights from text, including custom classification. It can be trained to automatically categorize support tickets into predefined categories like 'billing', 'technical', and 'account' by analyzing the text content of each ticket.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Amazon Transcribe
Why it's wrong here
Amazon Transcribe converts speech audio into text and outputs no category labels, so it cannot classify written support tickets into billing, technical or account. It is tempting because support interactions may involve call recordings, but Transcribe would be correct only for transcribing voice contacts before some other service performed the categorisation.
- ✗
Amazon Rekognition
Why it's wrong here
Amazon Rekognition analyses images and videos for objects, scenes, and faces, not text-based ticket content, so it cannot map unstructured support ticket text to categories like 'billing' or 'technical'. It is tempting because it offers pre-trained machine learning models for classification, but those models operate on visual data, whereas this scenario requires natural language processing—a task served by Amazon Comprehend or Amazon SageMaker with a custom text classifier.
- ✗
Amazon Textract
Why it's wrong here
Amazon Textract extracts text, forms and tables from scanned documents; it performs no topic classification, so it cannot map ticket text to billing, technical or account labels. It is tempting because support tickets often arrive as attachments, but Textract would only be correct as a preprocessing step feeding extracted text into a separate classification model.
- ✓
Amazon Comprehend
Why this is correct
Amazon Comprehend provides pre-trained natural language processing that performs custom multi-class text classification, letting you train a classifier on labelled tickets to assign predefined categories. This directly satisfies the requirement to categorise support tickets automatically, without building or hosting your own model.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This AIF-C01 practice question is part of Courseiva's free Amazon Web Services certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the AIF-C01 exam.