You work for a large technology company that wants to modernize their contact center.

 AutoML Natural Language is a service that allows users to create custom natural language models using their own data and labels. It supports various natural language tasks, such as text classification, entity extraction, and sentiment analysis. AutoML Natural Language can be used to build a model to classify incoming calls by product, as it can extract custom entities from the transcribed calls and assign them to predefined categories. AutoML Natural Language also minimizes data preprocessing and development time, as it handles the data preparation, model training, and evaluation automatically. The other options are not as suitable for this scenario. AI Platform Training built-in algorithms are a set of pre-defined algorithms that can be used to train ML models on AI Platform, but they do not support natural language processing tasks. Cloud Natural Language API is a pre-trained service that provides natural language understanding capabilities, such as sentiment analysis, entity analysis, syntax analysis, and content classification. However, it does not support custom entities or categories, and may not recognize the product names from the calls. Building a custom model to identify the product keywords and then running them through a classification algorithm would require more data preprocessing and development time, as well as more coding and testing. References:

AutoML Natural Language documentation

AI Platform Training built-in algorithms documentation

Cloud Natural Language API documentation