AI Associate AI Fundamentals Practice Question
A sales operations team wants to automatically categorize incoming support cases into predefined categories (e.g., Billing, Technical, General). The team has thousands of historical cases with correct category labels. Which AI approach should they use?
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 is a supervised NLP task that assigns predefined labels to text. Historical labeled cases provide the training data for a classifier.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Topic modeling (unsupervised)
Why it's wrong here
Topic modeling discovers themes without using labels; the team has labels and wants a predefined set.
- ✓
Text classification
Why this is correct
Correct: text classification maps text to predefined categories using labeled training data.
- ✗
Sentiment analysis
Why it's wrong here
Sentiment analysis measures emotion (positive/negative), not topic categories.
- ✗
Named entity recognition
Why it's wrong here
NER extracts entities like names or dates, not whole-document categories.
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Same concept, more angles
3 more ways this is tested on AI Associate
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. A customer support team wants to automatically categorize incoming cases into predefined categories such as Billing, Technical, or Account. Which NLP task is most appropriate?
easy- A.Intent detection
- B.Entity extraction
- C.Sentiment analysis
- ✓ D.Text classification
Why D: Text classification assigns predefined labels to text, making it the right choice for categorizing support cases.
Variation 2. 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?
medium- A.Intent detection
- B.Entity extraction
- C.Sentiment analysis
- ✓ D.Text classification
Why D: Text classification assigns a category (e.g., billing, technical) to a text, enabling automated routing.
Variation 3. A company uses AI to automatically categorize customer support tickets into 'Billing', 'Technical', or 'General'. The model is trained on thousands of past tickets labeled by agents. What type of AI task is this?
medium- A.Intent detection
- B.Sentiment analysis
- C.Named entity recognition
- ✓ D.Text classification
Why D: This is a text classification problem using supervised learning, where each ticket is assigned to a predefined category based on labeled training data.
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.