arXiv Computation and Language
Sep 24

Can One Adapted Model Do It All? Fine-Tuning Strategy Selection for Customer Support LLMs

The study evaluates whether a single large language model (LLM) can handle multiple customer‑support tasks or if separate specialist models are preferable. Using 13 models from five families and 200+ checkpoints across eight datasets, the authors find that multi‑task full fine‑tuning consistently outperforms other strategies. They also show that sequential LoRA and model merging can preserve earlier skills and improve off‑task robustness, offering practical guidelines for real‑world deployment.

By Md Tahmid Rahman Laskar, Xue-Yong Fu, Shashi Bhushan TN