Objection handling
Classify what the customer actually pushed back on, then respond in language your compliance team already approved — whichever language the objection arrived in.
Why this fits a small model. Objections are a finite set phrased infinitely many ways. Insurance: price, coverage gap, competitor, timing, trust. Real estate: valuation, location, financing, possession. Classification into a known taxonomy plus generation within approved phrasing is bounded work, and bounded work is where fine-tuned small models are competitive with frontier models rather than merely cheaper.
What we train on. Your own calls, labelled for objection type and outcome, including the code-mixed ones. The model learns your products and your agents' actual answers.
What we measure. Classification accuracy against human labels, response appropriateness judged by your own reviewers, script correctness, and rate of responses that fall outside approved language.