spkc83/retail-bank-conversation-router

Retail Bank Conversation Router

History-aware DistilBERT cross-encoder with one shared encoder and seven jointly trained heads: domain, lane, family, intent, relation, action, and entity resolution. Runtime hierarchy constraints expose route, intent, action, and entity decisions used by the release evaluation.

Held-out results

• —Release eligible: True
• —Domain macro F1: 0.991375
• —Lane macro F1: 0.973272
• —Family macro F1: 0.977515
• —Intent macro F1: 0.994187
• —Relation macro F1: 0.976941
• —Action macro F1: 0.988008
• —Entity-resolution macro F1: 0.966131
• —Hierarchy compatibility error rate: 0.000000
• —Counterfactual action accuracy: 1.000000
• —Counterfactual entity accuracy: 1.000000
• —Counterfactual exact pair-flip accuracy: 1.000000
• —In-domain false-refusal rate: 0.002374
• —OOD false-accept rate: 0.014509
• —Contextual false-refusal rate: 0.000000
• —Repair false-refusal rate: 0.000000
• —Topic-shift OOD false-accept rate: 0.001647

Data

The governed corpus contains 21686 train, 4283 validation, and 4863 test rows. Inputs include only prior visible user/assistant text, pre-turn dialogue state, and the current user turn; current-turn tool plans, tool results, expected outputs, and final answers are excluded.