A Generative AI Engineer at a telecom company must place each incoming support ticket into one of five existing queues: billing, outage, device, porting or cancellation. Each ticket goes to exactly one queue, and the queue name is written back to the ticketing system. Which model task should the engineer select for this requirement?
Choose one.
Model task selection starts from the output the business needs: a choice among known categories is classification.
The required output is one value from a closed list of five queues, and each ticket gets exactly one. That is single-label text classification. Summarization and generation return free text that would still need to be mapped to a queue, and entity recognition extracts spans from the ticket rather than deciding a category.
- Look at the output the system needs: one of five fixed queue names.
- A fixed, known set of categories means classification.
- Exactly one queue per ticket means single-label, not multi-label.
Exam tip: Closed list of categories as the output: choose text classification.
Databricks GenAI: Prompt Design, Output Formats and Model Task Selection — the lesson that teaches this.