# From Synthetic to Native: Benchmarking Multilingual Intent Classification in Logistics Customer Service

arXiv: https://arxiv.org/abs/2603.23172 · HTML: https://mlsanity.com/paper/2603.23172/

## Key facts

- No citing papers in the map yet (data through 14 Oct 2026).
- Builds on 14 of its 23 references that are in the map.
- First posted on arXiv 24 Mar 2026.

## Builds on (most cited first, 14 of 14)

- [BERT: Pre-training of Deep Bidirectional Transformers for Language Understanding](https://mlsanity.com/paper/1810.04805/) (2018)
- [Toolformer: Language Models Can Teach Themselves to Use Tools](https://mlsanity.com/paper/2302.04761/) (2023)
- [Unsupervised Cross-lingual Representation Learning at Scale](https://mlsanity.com/paper/1911.02116/) (2019)
- [Efficient Streaming Language Models with Attention Sinks](https://mlsanity.com/paper/2309.17453/) (2023)
- [LlamaFactory: Unified Efficient Fine-Tuning of 100+ Language Models](https://mlsanity.com/paper/2403.13372/) (2024)
- [Efficient Intent Detection with Dual Sentence Encoders](https://mlsanity.com/paper/2003.04807/) (2020)
- [An Evaluation Dataset for Intent Classification and Out-of-Scope Prediction](https://mlsanity.com/paper/1909.02027/) (2019)
- [MTOP: A Comprehensive Multilingual Task-Oriented Semantic Parsing Benchmark](https://mlsanity.com/paper/2008.09335/) (2020)
- [MASSIVE: A 1M-Example Multilingual Natural Language Understanding Dataset with 51 Typologically-Diverse Languages](https://mlsanity.com/paper/2204.08582/) (2022)
- [Cross-Lingual Transfer Learning for Multilingual Task Oriented Dialog](https://mlsanity.com/paper/1810.13327/) (2018)
- [Action-Based Conversations Dataset: A Corpus for Building More In-Depth Task-Oriented Dialogue Systems](https://mlsanity.com/paper/2104.00783/) (2021)
- [Revisiting Machine Translation for Cross-lingual Classification](https://mlsanity.com/paper/2305.14240/) (2023)
- [ECom-Bench: Can LLM Agent Resolve Real-World E-commerce Customer Support Issues?](https://mlsanity.com/paper/2507.05639/) (2025)
- [Revisiting Hierarchical Text Classification: Inference and Metrics](https://mlsanity.com/paper/2410.01305/) (2024)

## Abstract (arXiv)

Multilingual intent classification is central to customer-service systems on global logistics platforms, where models must process noisy user queries across languages and hierarchical label spaces. Yet most existing multilingual benchmarks rely on machine-translated text, which is typically cleaner and more standardized than native customer requests and can therefore overestimate real-world robustness. We present a public benchmark for hierarchical multilingual intent classification constructed from real logistics customer-service logs. The dataset contains approximately 30K de-identified, stand-alone user queries curated from 600K historical records through filtering, LLM-assisted quality control, and human verification, and is organized into a two-level taxonomy with 13 parent and 17 leaf intents. English, Spanish, and Arabic are included as seen languages, while Indonesian, Chinese, and additional test-only languages support zero-shot evaluation. To directly measure the gap between synthetic and real evaluation, we provide paired native and machine-translated test sets and benchmark multilingual encoders, embedding models, and small language models under flat and hierarchical protocols. Results show that translated test sets substantially overestimate performance on noisy native queries, especially for long-tail intents and cross-lingual transfer, underscoring the need for more realistic multilingual intent benchmarks.