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.