Detect, Explain, Escalate: Sustainable Dialogue Breakdown Management for LLM Agents

Abstract

Large Language Models (LLMs) have demonstrated substantial capabilities in conversational AI applications, yet their susceptibility to dialogue breakdowns poses significant challenges to deployment reliability and user trust. This paper introduces a "Detect, Explain, Escalate" framework to manage dialogue breakdowns in LLM-powered agents, emphasizing resource-efficient operation. Our approach integrates two key strategies: (1) We fine-tune a compact 8B-parameter model, augmented with teacher-generated reasoning traces, which serves as an efficient real-time breakdown detector and explainer. This model demonstrates robust classification and calibration on English and Japanese dialogues, and generalizes to the BETOLD dataset, improving accuracy by 7% over its baseline. (2) We systematically evaluate frontier LLMs using advanced prompting (few-shot, chain-of-thought, analogical reasoning) for high-fidelity breakdown assessment. These are integrated into an "escalation" architecture where our efficient detector defers to larger models only when necessary, substantially reducing operational costs and computational overhead. Our fine-tuned model and prompting strategies achieve state-of-the-art performance on DBDC5 and strong results on BETOLD, outperforming specialized classifiers on DBDC5 and narrowing the performance gap to larger proprietary models. The proposed monitor-escalate pipeline reduces inference costs by 54%, providing a cost-effective and interpretable solution for robust conversational AI in high-impact domains. Code and models are publicly available.