Organizations: Minerva CQ, Sunnyvale, California, USA
Abstract
In customer contact centers, human agents often struggle with long average handling times (AHT) due to the need to manually interpret queries and retrieve relevant knowledge base (KB) articles. While retrieval augmented generation (RAG) systems using large language models (LLMs) have been widely adopted in industry to assist with such tasks, RAG faces challenges in real-time conversations, such as inaccurate query formulation and redundant retrieval of frequently asked questions (FAQs). To address these limitations, we propose a decision support system that can look beyond RAG by first identifying customer questions in real time. If the query matches an FAQ, the system retrieves the answer directly from the FAQ database; otherwise, it generates answers via RAG. Our approach reduces reliance on manual queries, providing responses to agents within 2 seconds. Deployed in AI-powered human-agent assist solution at Minerva CQ, this system improves efficiency, reduces AHT, and lowers operational costs. We also introduce an automated LLM-agentic workflow to identify FAQs from historical transcripts when no predefined FAQs exist.
Standard Retrieval-Augmented Generation (RAG) pipelines route every query through retrieval and generation unconditionally, incurring unnecessary computation and propagating low-quality context to the generator. We introduce EverydayGPT, a lightweight conversational QA system built around a Confidence-Gated Routing (CGR) mechanism that formalises the routing decision as a joint policy over retrieval distance and extraction adequacy. The backbone is a 205M-parameter GPT trained from scratch on 10B tokens of FineWeb-Edu. CGR avoids invoking the costly GPT pathway (~5.9s) for 85 percent of queries by resolving them via fast RAG extraction (~45 ms), yielding over 120x latency reduction on the majority of queries while maintaining answer quality. On a 500-question in-domain benchmark, the system achieves F1 = 0.226 +/- 0.004 compared to 0.171 for GPT-only and 0.210 for unconditional RAG. Gains over strong baselines are modest but consistent, while efficiency improvements are substantial (6.3x mean latency reduction). A structured grounding audit finds no unsupported claims in the sampled set, with explicit scope limitations. We position this work as a study of routing strategies under resource constraints rather than a claim of state-of-the-art performance.
Effective troubleshooting agents in enterprise customer support depend on retrieving actionable guidance from similar historical cases, yet existing retrieval-augmented generation (RAG) systems treat support cases as static documents and overlook their multi-stage, stateful nature. We introduce RAFT (Retrieval-Augmented Framework for Troubleshooting Agents), a stateful RAG framework that abstracts each closed historical case into a directed chain of timeline entries and retrieves at the entry level, surfacing cases whose intermediate states match the active case and returning the parent-case trajectory anchored at the matched state; an optional case-level graph links cases through a configurable similarity representation. We evaluate this retrieval layer directly, which, unlike evaluating a full agent system, requires no production deployment. Because public multi-stage troubleshooting data is extremely rare, we pair a synthetic benchmark built from Microsoft Learn Windows Server documentation with real Apache Jira issues carrying human-created duplicate labels. RAFT improves Case Hit over vanilla RAG and GraphRAG baselines at every stage of case progress, with statistically significant gains over the strongest baseline; the Jira results provide directional evidence that the advantage transfers to real case histories. We release our benchmark, implementation, and the Apache Jira evaluation set.
Single-step retrieval-augmented generation (RAG) provides an efficient way to incorporate external information for simple question answering tasks but struggles with complex questions. Agentic RAG extends this paradigm by replacing single-step retrieval with a multi-step process, in which the large language model (LLM) acts as a search agent that generates intermediate thoughts and subqueries to iteratively interact with the retrieval system. This iterative process incurs substantial latency due to the autoregressive generation of lengthy thoughts and subqueries. To address this limitation, we propose LatentRAG, a novel framework that shifts both reasoning and retrieval from discrete language space to continuous latent space. Unlike existing explicit methods that generate natural language thoughts or subqueries token-by-token, LatentRAG produces latent tokens for thoughts and subqueries directly from the hidden states in a single forward pass. We align LLMs with dense retrieval models in the latent space, enabling retrieval over latent subquery tokens and supporting end-to-end joint optimization. To improve transparency and encourage semantically meaningful latent representations, we incorporate a parallel latent decoding mechanism that translates latent tokens back into natural language. Extensive experiments on seven benchmark datasets show that LatentRAG achieves performance comparable to explicit agentic RAG methods while reducing inference latency by approximately 90%, substantially narrowing the latency gap with traditional single-step RAG.