AI Associate AI Fundamentals Practice Question
A customer support center wants to automatically route incoming cases to the appropriate department based on the issue description. Which NLP task is most relevant?
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
✓
Text classification
Text classification assigns a category (e.g., billing, technical) to a text, enabling automated routing.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Intent detection
Why it's wrong here
Intent detection is for identifying user goals in dialog, but routing often uses broader categories.
- ✗
Entity extraction
Why it's wrong here
Entity extraction identifies specific entities (names, dates), not the overall category.
- ✗
Sentiment analysis
Why it's wrong here
Sentiment analysis determines emotion, not the topic of the issue.
- ✓
Text classification
Why this is correct
Correct. Classifies the case into predefined categories for routing.
Go deeper
Related to this question
About these practice questions
Courseiva writes every AI Associate question from scratch — 753 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This AI Associate practice question is part of Courseiva's free Salesforce 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 AI Associate exam.