From High Recall to High Utility: Dataset-Adaptive Post-Processing of LLM-Generated Customer Intents

Mahesh Viswanathan, Joan Rossello, Leticia Fernandes, Paul Mutawe

Large language models can extract useful signals from heterogeneous enterprise data, but high-recall extraction often produces outputs that are duplicated, uneven in granularity, semantically overlapping, or too numerous for downstream systems and human reviewers to use effectively. We present a dataset-adaptive post-processing architecture developed for Customer Intent Extraction (CIE), where unstructured customer language is transformed into stable, traceable intent units. The approach separates recall-oriented extraction from utility-oriented reduction. Source-specific preprocessing first isolates evidence from multimodal plans, sparse operational records, and structured opportunity data. Candidate intents are then standardized and deduplicated, optionally enriched with metadata for embedding computation, represented in a shared semantic vector space, and grouped using a clustering strategy selected according to the candidate set's characteristics. Cluster-level keywords provide an explainability layer, while singleton reassignment requires agreement between embedding and keyword similarity. Finally, constrained language-model aggregation produces one concise intent per…