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.

Production customer-support systems often require LLMs to support multiple skills, such as intent classification, question answering, summarization, or tool-use decisions. A central deployment question is whether these skills should be handled by separate task-specialist models or by a single model trained through multi-task training, sequential updates, or model merging. We study this question using thirteen models spanning five families (Qwen3, Qwen3.5, Gemma-3, Llama-3.1, and Mistral) from 0.6B to 32B parameters across eight customer-support datasets, spanning four public and four proprietary datasets with approximately 74.5k training and 8.7k evaluation samples. Under a fixed training protocol, we train more than 200 checkpoints. Our experiments reveal that multi-task full fine-tuning is the strongest operational default at every model size we test. Specialist models are strong on their target tasks but often degrade sharply off-task, making reliable routing important. Sequential Low-Rank Adaptation (LoRA) preserves earlier skills better than sequential full fine-tuning, while merging a specialist with its base model improves off-task robustness with limited same-task loss for larger models. We conclude with practical guidelines for selecting fine-tuning strategies in real-world settings.