PEFT of SLM for Telecommunications Customer Support: A Comparative Study of LoRA Configurations with Energy Consumption Analysis

Despite rapid advances in large language models (LLMs), deploying and personalizing them on resource-constrained devices remains impractical due to high VRAM, time, and energy costs. Parameter-Efficient Fine-Tuning (PEFT) of Small Language Models (SLMs) offers a promising alternative, yet few studies compare PEFT methods across architectures using both general and personalization benchmarks while accounting for energy consumption. We compare five fine-tuning approaches (Full Fine-Tuning, LoRA, LoRA+, QLoRA, and BitFit) on four SLMs from two families (Transformer-based: TinyLlama-1.1B, Qwen3-1.7B; SSM-based: Mamba-1.4B, Mamba-2-1.3B) across three GLUE tasks (SST-2, QNLI, STS-B) and three LaMP personalization tasks (LaMP-1, LaMP-2, LaMP-3). Each configuration is evaluated with the energy-focused NetScore-E and the memory-focused NetScore-M, the two variants that reflect the constraints binding on-device deployment. Methods are selected with a strict energy-first rule (highest NetScore-E, ties broken by NetScore#). LoRA+ achieves the highest NetScore-E in 19 of 24 configurations and the highest NetScore-M in 13 of 24, and is the selected method in 18 of 24. QLoRA, available only for the Transformer models, cuts peak finetuning VRAM by up to 3.9x relative to LoRA and therefore takes the best NetScore-M in 5 of the 12 Transformer configurations, although its de-quantization overhead leaves it selected in only one of them once energy decides. BitFit and full fine-tuning are almost never competitive on either variant, and TinyLlama-1.1B leads the energy-focused NetScore-E on five of the six benchmarks and the memory-focused NetScore-M on four. These results show that compact SLMs paired with PEFT provide a practical, energy-aware path to personalized on-device deployment, with the optimal method set by the dominant constraint: LoRA+ for energy and QLoRA for memory.

Deploying frontier large language models (LLMs) for domain-specific structured evaluation tasks incurs prohibitive latency, cost, and data-privacy overhead. We present a hybrid framework that fine-tunes a small language model (LLaMA 3.1 8B, 2.05% trainable parameters via LoRA) on only 219 curated examples and couples it with a deterministic rule-based postprocessing layer. Applied to multi-label compliance evaluation of conversational transcripts (18 heterogeneous output fields), our system achieves 100% JSON structural validity, 83.0% human-validated overall accuracy, and 100% accuracy on the most critical classification field in blind evaluation on 53 unseen production transcripts. On a single NVIDIA A100 GPU, inference completes in $\sim$2 seconds -- 2--5x faster than frontier APIs -- at USD 0.013 per evaluation versus USD 0.025--0.055 for proprietary alternatives, yielding 46--76% cost savings. We introduce targeted hard-negative augmentation for critical decision boundaries and formalize the hybrid neural-symbolic decomposition, demonstrating that domain-adapted small language models with postprocessing can match frontier model accuracy while dramatically reducing operational cost, latency, and privacy risk.

While Large Language Models have achieved remarkable integration in various vertical scenarios, their deployment in the telecommunications domain remains exploratory due to the lack of a standardized evaluation framework. Current telecom benchmarks primarily focus on static, foundational knowledge and isolated atomic skills, neglecting the equipment-specific documentation and end-to-end industrial workflows essential for real-world production systems. To bridge this gap, we present TeleCom-Bench, a comprehensive benchmark comprising 12 evaluation sets with 22,678 curated samples, which evaluates LLMs across a synergistic hierarchy: (1) Multi-dimensional Knowledge Comprehension, which integrates telecommunication fundamentals, 3GPP protocols, and 5G network architecture with proprietary product knowledge across wired, core, and wireless networks via knowledge graph-driven synthesis; and (2)End-to-End Knowledge Application, which formalizes six core tasks on authentic trajectories from live network agent workflows, including intent recognition, entity extraction, event verification, tool invocation, root cause analysis, and solution generation-across network optimization and fault maintenance scenarios. Evaluations of eight state-of-the-art LLMs reveal a universal Execution Wall: while models achieve 90% accuracy in linguistic interface tasks such as intent recognition and entity extraction, performance collapses to approximately 30% in procedural execution tasks like solution generation. This capability gap demonstrates that current LLMs function competently as diagnosticians but fail as field engineers. TeleCom-Bench provides standardized diagnostics to precisely pinpoint this deficit, offering actionable guidance for domain-specific alignment toward production-ready telecom agents. The dataset and evaluation code have been released at https://github.com/ZTE-AICloud/TeleCom-Bench.