Amazon Web Services Updated AIF-C01 Exam Questions and Answers by hubert

The business objective to evaluate the effect of an LLM chatbot aimed at reducing the actions required by call center employees should be average call duration.

Average Call Duration:

This metric measures the time taken to handle a customer call or query. A successful LLM chatbot should reduce the call duration by efficiently providing answers, minimizing the need for human intervention.

By decreasing the average call duration, the company can improve call center efficiency, reduce costs, and enhance the user experience.

Why Option B is Correct:

Direct Impact: The objective aligns directly with the goal of reducing the number of actions call center employees must take.

Operational Efficiency: Reducing call duration is a clear indicator of the chatbot's effectiveness in assisting customers without human help.

Why Other Options are Incorrect:

A. Website engagement rate: Is unrelated to call center operations.

C. Corporate social responsibility: Does not relate to call center efficiency.

D. Regulatory compliance: Is important but does not measure the effectiveness of a chatbot in reducing employee actions.

Unsupervised learning is the correct methodology for classifying customers into tiers when the data is unlabeled, as it does not require predefined labels or outputs.

Unsupervised Learning:

This type of machine learning is used when the data has no labels or pre-defined categories. The goal is to identify patterns, clusters, or associations within the data.

In this case, the company has petabytes of unlabeled customer data and needs to classify customers into different tiers. Unsupervised learning techniques like clustering (e.g., K-Means, Hierarchical Clustering) can group similar customers based on various attributes without any prior knowledge or labels.

Why Option B is Correct:

Handling Unlabeled Data: Unsupervised learning is specifically designed to work with unlabeled data, making it ideal for the company’s need to classify customer data.

Customer Segmentation: Techniques in unsupervised learning can be used to find natural groupings within customer data, such as identifying high-value vs. low-value customers or segmenting based on purchasing behavior.

Why Other Options are Incorrect:

A. Supervised learning: Requires labeled data with input-output pairs to train the model, which is not suitable since the company's data is unlabeled.

C. Reinforcement learning: Focuses on training an agent to make decisions by maximizing some notion of cumulative reward, which does not align with the company's need for customer classification.

D. Reinforcement learning from human feedback (RLHF): Similar to reinforcement learning but involves human feedback to refine the model’s behavior; it is also not appropriate for classifying unlabeled customer data.

Supervised learning is appropriate when the dataset is labeled. The model uses this data to learn patterns and classify images. Unsupervised learning, reinforcement learning, and active learning are not suitable since they either require unlabeled data or different problem settings. References: AWS Machine Learning Best Practices.

AWS documentation identifies hallucinations as a known limitation of generative AI models, particularly when used in business and production environments. Hallucinations occur when a model generates outputs that are unrelated, incorrect, fabricated, or unsupported by the input data or provided context. These outputs often appear confident and fluent, which can make them difficult to detect without additional validation.

Generative AI models, including large language models, operate using probabilistic token prediction based on patterns learned during training. AWS explains that these models do not have true reasoning or factual grounding unless explicitly provided with context or external knowledge. As a result, when prompts are ambiguous, incomplete, or outside the model’s training distribution, the model may produce responses that are irrelevant or misleading.

This behavior presents a risk for business use cases such as customer support, reporting, or decision-making systems. AWS highlights hallucinations as a key challenge that must be mitigated through techniques such as Retrieval Augmented Generation (RAG), prompt engineering, human review, and output validation.

The other options are not correct. Interpretability refers to the ability to understand model decisions, not incorrect outputs. Data bias relates to skewed or unfair training data. Nondeterminism refers to variability in outputs, not relevance or correctness.

AWS consistently categorizes hallucinations as a primary disadvantage of generative AI, making this the correct answer.