How to handle uncertain requests when using tools like Laya for business routing?

How should routing categories be defined to facilitate execution?

Select a limited-scope task from existing processes, such as routing support requests to different handling queues. Clearly define what each category includes, who handles it, and how edge-case requests are managed. Organize overlapping categories first to see if they can be distinguished by adding clarifying questions. When category meanings are clear, model results integrate more easily into existing workflows.

How should probabilities provided by the model be used for decision-making?

First observe suggested categories, model-provided scores, and human judgments side-by-side using requests whose processing destinations are already known. Focus on identifying cases that appear highly confident but are misclassified, and inputs that frequently waver between two categories. Only by understanding these behaviors can you decide which requests are suitable for automated processing and which require additional information or human handling.

How to keep the process moving forward when unsure?

Retain destinations for 'pending information' or 'manual processing' within business processes, and assign successors. For requests lacking information, collect necessary details to categorize them first, then route; for requests clearly outside existing scope, preserve original content for human judgment. These destinations are process designs available to integrators, not indications that laya has built-in corresponding functions.

Also record where a routed request actually went, whether it was reassigned, and why. Upon receiving corrections, update category descriptions and examples first, then check subsequent requests. If every instance requires manual re-understanding of all content, it indicates that current classification still does not adequately support business needs; you should narrow the task scope or adjust categories rather than hastily adding automated actions.

What evidence is needed from trial to automatic dispatch?

First, have the model provide suggestions alongside existing manual workflows, while human operators retain final decision-making authority. After accumulating a representative set of comparative cases, prioritize opening low-impact, easily correctable assignments, and maintain an option to reassign tasks. During evaluation, monitor both the reduction in manual judgment effort and the increase in rework, as well as whether uncertain requests are being handled.

Check results with a fixed input

For after-sales routing, use “I want a return”, “The invoice name is wrong”, “Where is my parcel?” and “There is a problem with this, and the earlier one too.” Assign return, invoice and shipping labels to the first three; the fourth should request clarification. Record misroutes and unnecessary escalation before setting thresholds. Laya was not run here and no proposed threshold is presented as calibrated.