Use case · Related prototype
Route customer requests
Send a request to the right queue.
- Where is my order?
- Predict a category
- Send to order support
A help desk could send billing, delivery and account questions to the right team. If the request does not fit a known category, it can ask for clarification instead of forcing a match.
Where the small model fits
A text encoder supplies features and a classifier returns a category ID. Intermediate heads or a small-model fallback could reduce processing for routine requests; those are separate comparisons from removing a written reply.
What would need to work
Test routing accuracy, unfamiliar requests and the cost of sending a request to the wrong queue. Existing banking-topic tests do not establish that the same classifier works for arbitrary company policies.
Try the related work
A small task classifier runs locally. Its results are separate from the trained Qwen banking experiment.