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Can One Adapted Model Do It All? Fine-Tuning Strategy Selection for Customer Support LLMs

arXiv · AI, language, vision and robotics · article · Sep 23, 2026 · UTC

Production customer-support systems often require LLMs to support multiple skills, such as intent classification, question answering, summarization, or tool-use decisions. A central deployment question is whether these skills should be handled by separate task-specialist models or by a single model trained through multi-task training, sequential updates, or model merging. We study this question using thirteen models spanning five families (Qwen3, Qwen3.5, Gemma-3, Llama-3.1, and Mistral) from 0.6B to 32B parameters across eight customer-support datasets, spanning four public and four proprieta

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