Cost-Aware Abstention for LLM-Based IT Ticket Classification
Wrong automatic routing of an IT support ticket can cost more than human triage. We evaluate cost-aware abstention as an offline, cost-conditional readiness assessment: select a routing policy on calibration data under explicit costs, then evaluate that frozen policy once on held-out test data. On a public 47,837-ticket, eight-class corpus, we compare four trained non-LLM class
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Wrong automatic routing of an IT support ticket can cost more than human triage. We evaluate cost-aware abstention as an offline, cost-conditional readiness assessment: select a routing policy on calibration data under explicit costs, then evaluate that frozen policy once on held-out test data. On a public 47,837-ticket, eight-class corpus, we compare four trained non-LLM class
This paper highlights a practical approach to integrating cost-aware decision-making into LLM deployments for critical enterprise applications like IT ticket classification. It demonstrates how abstention can significantly reduce operational costs and errors, a key concern for ML engineers building robust, production-ready systems.