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

Agrawal, Garima et al.
arXiv (All) · Papers
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computation-and-language
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 ado
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