Sales lead conversion in high-stakes domains (e.g., automotive, real estate) differs fundamentally from e-commerce recommendation due to prolonged decision cycles and multi-stage funnels. Traditional lead scoring methods rule-based scorecards, machine learning, or pointwise CTR models face severe challenges: sparse supervision, a semantic gap in unstructured CRM logs, and inability to capture relative lead priority. While Large Language Models(LLMs) offer superior semantic understanding of customer interactions, general-purpose LLMs are ill-suited for lead ranking: they generate text rather than comparable scores, and lack alignment with the hierarchical priorities of sales funnels. We introduce an LLM-based discriminative framework for sales lead scoring, which supports joint modeling of structured CRM features and unstructured customer interactions. On top of this framework, we propose HPRO (Hierarchical Preference Ranking Optimization), which augments sales lead scoring with a hierarchical preference ranking objective. HPRO employs a margin-aware Bradley-Terry formulation to transform sparse binary labels into dense, funnel-aware preference pairs, enabling lead scoring to leverage both pointwise and pairwise supervision. Experiments on large-scale data from a leading NEV brand demonstrate state-of-the-art classification (AUC 0.8161) and ranking performance (+39.7% precision among top-ranked leads). A 132-day online A/B test validates 9.5% sales volume uplift, confirming real-world commercial impact.
Lead ranking in Customer Relationship Management (CRM) systems faces a persistent challenge: models achieving high offline accuracy often underperform in production. We identify three fundamental gaps responsible for this disconnect: offline-online metric mismatch, pointwise-listwise objective misalignment, and temporal distribution drift. To address these gaps, we propose SalesLoop, a reinforcement learning framework that establishes a closed feedback loop between model predictions and real-world business outcomes. Our approach introduces (1) a performance-aware reward that encodes conversion outcomes weighted by ranking position and conversion velocity, and (2) Discriminative GRPO, a listwise optimization objective that adapts Group Relative Policy Optimization to discriminative ranking models. SalesLoop improves NDCG@K by +7.9% and P@K by +15.8% over the strongest static baseline. A 160-day production A/B test at a New Energy Vehicle manufacturer, spanning 16.5M leads and 280 sales specialists across two provincial markets, validates statistically significant cumulative lift of +4.7% (p=0.047) and +8.7% (p=0.002). In production, the ranking backbone achieves Top-10% recall of 44.1% and surfaces high-intent leads at 2.3× the conversion rate of specialist baselines.
With PRECISE, we extended Prediction-Powered Inference to produce bias-corrected estimates of ranking evaluation metrics by combining a small human-labeled set with a large LLM-judged set. PPI is provably unbiased regardless of the LLM judge's error profile. We make it applicable to hierarchical metrics like Precision@K, where annotations are per-document but the metric is per-query, by reducing the output-space computation from O(2^|C|) to O(2^K). On the ESCI benchmark, augmenting 30 human annotations with Claude 3 Sonnet judgments reduces the standard error of Precision@4 estimates from 4.45 to 3.50 (a 21% relative reduction). In a production system, our framework correctly identified the best of three system variants from 100 human labels and 2 hours of domain-expert annotation; A/B testing confirmed this ranking with +407 bps in daily sales.
Recent studies increasingly explore Large Language Models (LLMs) as a new paradigm for recommendation systems due to their scalability and world knowledge. However, existing work has three key limitations: (1) most efforts focus on retrieval and ranking, while the reranking phase, critical for refining final recommendations, is largely overlooked; (2) LLMs are typically used in zero-shot or supervised fine-tuning settings, leaving their reasoning abilities, especially those enhanced through reinforcement learning (RL) and high-quality reasoning data, underexploited; (3) items are commonly represented by non-semantic IDs, creating major scalability challenges in industrial systems with billions of identifiers. To address these gaps, we propose the Generative Reasoning Reranker (GR2), an end-to-end framework with a three-stage training pipeline tailored for reranking. First, a pretrained LLM is mid-trained on semantic IDs encoded from non-semantic IDs via a tokenizer achieving ≥99% uniqueness. Next, a stronger larger-scale LLM generates high-quality reasoning traces through carefully designed prompting and rejection sampling, which are used for supervised fine-tuning to impart foundational reasoning skills. Finally, we apply Decoupled Clip and Dynamic sAmpling Policy Optimization (DAPO), enabling scalable RL supervision with verifiable rewards designed specifically for reranking. Experiments on two real-world datasets demonstrate GR2's effectiveness: it surpasses the state-of-the-art OneRec-Think by 2.4% in Recall@5 and 1.3% in NDCG@5. Ablations confirm that advanced reasoning traces yield substantial gains across metrics. We further find that RL reward design is crucial in reranking: LLMs tend to exploit reward hacking by preserving item order, motivating conditional verifiable rewards to mitigate this behavior and optimize reranking performance.