Exploratory results
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A request router needs to recognize when a message does not fit any supported action. Adding a rejection rule catches more unsupported requests, but can also reject valid ones.
| Rule | Supported intent correct / 900 | Unsupported rejected / 1,000 |
|---|---|---|
| Highest category score | 833 | 393 |
| Also reject low scores | 733 | 894 |
The cautious rule rejected 152 supported requests, versus 16 without the cutoff. This is a tradeoff, not a universal improvement.
What was tested?
Word/phrase TF-IDF and logistic regression, 30 supported CLINC intents plus UNKNOWN. Development data chooses the cutoff; the 1,900 test requests are reused from the earlier study. CLINC is human-crowdsourced scenario data, not live support traffic.