LLM-Guided Lifecycle-Aware Clustering of Multi-Turn Customer Support Conversations

Abstract

Clustering customer chat data is vital for cloud providers handling multi-service queries. Traditional methods struggle with overlapping concerns and create broad, static clusters that degrade over time. Re-clustering disrupts continuity, making issue tracking difficult. We propose an adaptive system that segments multi-turn chats into service-specific concerns and incrementally refines clusters as new issues arise. Cluster quality is tracked via Davies–Bouldin Index (DBI) and Silhouette Scores, with LLM-based splitting applied only to degraded clusters. Our method improves Silhouette Scores by over 100% and reduces DBI by 65.6% compared to baselines, enabling scalable, real-time analytics without full re-clustering.