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CSEET · Economic and Business Environment · AI and Business Environment

An e-commerce firm in Bengaluru wants an AI tool that automatically sorts incoming customer emails into categories such as complaint, refund request and product query, and detects whether the customer sounds angry or satisfied. Which branch of AI is chiefly used?

Natural language processing is used. It enables machines to interpret human language, so it can classify email text into categories and detect sentiment such as anger or satisfaction. Computer vision handles images, and the other options concern robotics or hardware rather than analysing written customer messages.

  1. AComputer vision
  2. BNatural language processingCorrect
  3. CReinforcement learning for robotics
  4. DEvolutionary hardware design

Explanation

Classifying written text and detecting sentiment involve understanding human language, which is the domain of natural language processing. Computer vision deals with images and video, so it would not help with email text. Robotics reinforcement learning and hardware design are unrelated to text analysis.

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