Model Routing for Support Bots: Cheap-First FAQ Handling
Blog post from OpenRouter
Cheap-first model routing for support bots directs routine FAQs to a lower-cost model and selectively escalates uncertain or inadequate responses to a stronger model, aiming to reduce spending without sacrificing support quality. Applications can use static rules for recognizable requests, classifier-based triage for varied but stable categories, or post-generation answer checks with confidence thresholds, and these approaches can be combined. OpenRouter can select an initial model through Auto Router or retry preferred models after technical failures using an ordered fallback list, but application code must still evaluate policy compliance and initiate quality-based escalation because fallbacks do not address successful yet incorrect answers. The HarborDesk example illustrates validating a cheap response against approved cancellation and refund policies, escalating at most once when necessary, and handling requests that require human authority through appropriate handoff. Organizations should log model, cost, errors, and full-turn latency, count discarded cheap attempts in total spending, and compare cheap-first performance with cheap-only and stronger-only alternatives using measures such as acceptance accuracy, escalation rate, incorrect answers accepted, unnecessary escalations, handoff appropriateness, and cost per resolved ticket.
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