Make labels unambiguous
Document what each category means and where overlapping requests should go.
USE CASE / SUPPORT ROUTING
Every request. The right category.
Build a clear vocabulary for incoming requests and test the distinctions that generic models often miss.
Explore the workspaceTHE STARTING POINT
A real workflow.
A focused experiment.
A support team has its own routing rules for billing, access, and account changes. Start with historical examples reviewed by the team, then evaluate on a separate holdout set.
ILLUSTRATIVE EXAMPLE · NOT A LIVE MODEL OUTPUT
Classify a request about an unexpected subscription charge.
{
"category": "billing",
"subcategory": "unexpected_charge",
"needs_review": false
}THE WORKFLOW
Make the task repeatable.
Represent the edge cases
Include short messages, multiple intents, and examples that should be sent for review.
Inspect category errors
Look beyond an overall score. Review which labels are confused and improve the examples.
WHAT TO CHECK
Measure the details
that matter.
- Exact category match
- Coverage across categories
- Ambiguous-message handling
- Human-review fallback
KEEP EXPLORING