@inproceedings{zaera-etal-2025-efficient,
    title = "Efficient Out-of-Scope Detection in Dialogue Systems via Uncertainty-Driven {LLM} Routing",
    author = "Zaera, {\'A}lvaro  and
      Popa, Diana Nicoleta  and
      Sekulic, Ivan  and
      Rosso, Paolo",
    editor = "Rehm, Georg  and
      Li, Yunyao",
    booktitle = "Proceedings of the 63rd Annual Meeting of the Association for Computational Linguistics (Volume 6: Industry Track)",
    month = jul,
    year = "2025",
    address = "Vienna, Austria",
    publisher = "Association for Computational Linguistics",
    url = "https://preview.aclanthology.org/landing_page/2025.acl-industry.25/",
    pages = "328--335",
    ISBN = "979-8-89176-288-6",
    abstract = "Out-of-scope (OOS) intent detection is a critical challenge in task-oriented dialogue systems (TODS), as it ensures robustness to unseen and ambiguous queries. In this work, we propose a novel but simple modular framework that combines uncertainty modeling with fine-tuned large language models (LLMs) for efficient and accurate OOS detection. The first step applies uncertainty estimation to the output of an in-scope intent detection classifier, which is currently deployed in a real-world TODS handling tens of thousands of user interactions daily. The second step then leverages an emerging LLM-based approach, where a fine-tuned LLM is triggered to make a final decision on instances with high uncertainty.Unlike prior approaches, our method effectively balances computational efficiency and performance, combining traditional approaches with LLMs and yielding state-of-the-art results on key OOS detection benchmarks, including real-world OOS data acquired from a deployed TODS."
}