Accurate intent classification is critical for efficient routing in customer service, ensuring customers are connected with the most suitable agents while reducing handling times and operational costs. However, as companies expand their product lines, intent classification faces scalability challenges due to the increasing number of intents and variations in taxonomy across different verticals. In this paper, we introduce REIC, a Retrieval-augmented generation Enhanced Intent Classification approach, which addresses these challenges effectively. REIC leverages retrieval-augmented generation (RAG) to dynamically incorporate relevant knowledge, enabling precise classification without the need for frequent retraining. Through extensive experiments on real-world datasets, we demonstrate that REIC outperforms traditional fine-tuning, zero-shot, and few-shot methods in large-scale customer service settings. Our results highlight its effectiveness in both in-domain and out-of-domain scenarios, demonstrating its potential for real-world deployment in adaptive and large-scale intent classification systems.

The Emotion Flip Reasoning task at SemEval 2024 aims at identifying the utterance(s) that trigger a speaker to shift from an emotion to another in a multi-party conversation. The spontaneous, informal, and occasionally multilingual dynamics of conversations make the task challenging. In this paper, we propose a supervised stacked instruction-based framework to finetune large language models to tackle this task. Utilising the annotated datasets provided, we curate multiple instruction sets involving chain-of-thoughts, feedback, and self-evaluation instructions, for a multi-step finetuning pipeline. We utilise the self-consistency inference strategy to enhance prediction consistency. Experimental results reveal commendable performance, achieving mean F1 scores of 0.77 and 0.76 for triggers in the Hindi-English and English-only tracks respectively. This led to us earning the second highest ranking in both tracks.