Author name: Lakshan Cooray, Deshan Sumanathilaka, Pattigadapa Venkatesh Raju

Can Small Language Models Handle Context-Summarized Multi-Turn Customer-Service QA? A Synthetic Data-Driven Comparative Evaluation

Lakshan Cooray, Deshan Sumanathilaka, Pattigadapa Venkatesh Raju / May 4, 2026

arXiv:2602.00665v3 Announce Type: replace-cross
Abstract: Customer-service question answering (QA) systems increasingly rely on conversational language understanding. While Large Language Models (LLMs) achieve strong performance, their high computatio…

cs.AI, cs.CL

Can Small Language Models Handle Context-Summarized Multi-Turn Customer-Service QA? A Synthetic Data-Driven Comparative Evaluation

Lakshan Cooray, Deshan Sumanathilaka, Pattigadapa Venkatesh Raju / March 31, 2026

arXiv:2602.00665v2 Announce Type: replace
Abstract: Customer-service question answering (QA) systems increasingly rely on conversational language understanding. While Large Language Models (LLMs) achieve strong performance, their high computational co…