Beyond-RAG: Question Identification and Answer Generation in Real-Time Conversations

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.

Mindful-RAG: A Study of Points of Failure in Retrieval Augmented Generation

Large Language Models (LLMs) are proficient at generating coherent and contextually relevant text but face challenges when addressing knowledge-intensive queries in domain-specific and factual question-answering tasks. Retrieval-augmented generation (RAG) systems mitigate this by incorporating external knowledge sources, such as structured knowledge graphs (KGs). However, LLMs often struggle to produce accurate answers despite access to KG-extracted information containing necessary facts. Our study investigates this dilemma by analyzing error patterns in existing KG-based RAG methods and identifying eight critical failure points. We observed that these errors predominantly occur due to insufficient focus on discerning the question's intent and adequately gathering relevant context from the knowledge graph facts. Drawing on this analysis, we propose the Mindful-RAG approach, a framework designed for intent-based and contextually aligned knowledge retrieval. This method explicitly targets the identified failures and offers improvements in the correctness and relevance of responses provided by LLMs, representing a significant step forward from existing methods.

A Survey of AI-generated Text Forensic Systems: Detection, Attribution, and Characterization

We have witnessed lately a rapid proliferation of advanced Large Language Models (LLMs) capable of generating high-quality text. While these LLMs have revolutionized text generation across various domains, they also pose significant risks to the information ecosystem, such as the potential for generating convincing propaganda, misinformation, and disinformation at scale. This paper offers a review of AI-generated text forensic systems, an emerging field addressing the challenges of LLM misuses. We present an overview of the existing efforts in AI-generated text forensics by introducing a detailed taxonomy, focusing on three primary pillars: detection, attribution, and characterization. These pillars enable a practical understanding of AI-generated text, from identifying AI-generated content (detection), determining the specific AI model involved (attribution), and grouping the underlying intents of the text (characterization). Furthermore, we explore available resources for AI-generated text forensics research and discuss the evolving challenges and future directions of forensic systems in an AI era.

Can Knowledge Graphs Reduce Hallucinations in LLMs? : A Survey

The contemporary LLMs are prone to producing hallucinations, stemming mainly from the knowledge gaps within the models. To address this critical limitation, researchers employ diverse strategies to augment the LLMs by incorporating external knowledge, aiming to reduce hallucinations and enhance reasoning accuracy. Among these strategies, leveraging knowledge graphs as a source of external information has demonstrated promising results. In this survey, we conduct a comprehensive review of these knowledge-graph-based knowledge augmentation techniques in LLMs, focusing on their efficacy in mitigating hallucinations. We systematically categorize these methods into three overarching groups, offering both methodological comparisons and empirical evaluations of their performance. Lastly, the paper explores the challenges associated with these techniques and outlines potential avenues for future research in this emerging field.