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Dial-In LLM: Human-Aligned LLM-in-the-loop Intent Clustering for Customer Service Dialogues

Discovering customer intentions in dialogue conversations is crucial for automated service agents. However, existing intent clustering methods often fail to align with human perceptions due to a heavy reliance on embedding distance metrics and a tendency to overlook underlying semantic structures. This paper proposes an LLM-in-the-loop (LLM-ITL) intent clustering framework, integrating the semantic understanding capabilities of LLMs into conventional clustering algorithms. Specifically, this paper (1) investigates the effectiveness of fine-tuned LLMs in semantic coherence evaluation and intent cluster naming, achieving over 95% accuracy aligned with human judgments; (2) designs an LLM-ITL framework that facilitates the iterative discovery of coherent intent clusters and the optimal number of clusters; and (3) proposes context-aware techniques tailored for customer service dialogue. As existing English benchmarks offer limited semantic diversity and intent groups, we introduce a comprehensive Chinese dialogue intent dataset, comprising over 100k real customer service calls and 1,507 human-annotated intent clusters. The proposed approaches significantly outperform LLM-guided baselines, achieving notable enhancements in clustering quality and lower computational cost. Combined with several best practices, our findings highlight the potential of LLM-in-the-loop techniques for scalable and human-aligned intent clustering.

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