mlsanityData to 7 Oct 2026

Retrieval-Augmented Generation with Knowledge Graphs for Customer Service Question Answering

arXiv 2404.17723 ↗First posted 26 Apr 2024cs.IR cs.AI cs.CLcited by 95

On the map: Retrieval-augmented generation → Knowledge-graph and structured-knowledge RAG

Abstract (arXiv)

In customer service technical support, swiftly and accurately retrieving relevant past issues is critical for efficiently resolving customer inquiries. The conventional retrieval methods in retrieval-augmented generation (RAG) for large language models (LLMs) treat a large corpus of past issue tracking tickets as plain text, ignoring the crucial intra-issue structure and inter-issue relations, which limits performance. We introduce a novel customer service question-answering method that amalgamates RAG with a knowledge graph (KG). Our method constructs a KG from historical issues for use in retrieval, retaining the intra-issue structure and inter-issue relations. During the question-answering phase, our method parses consumer queries and retrieves related sub-graphs from the KG to generate answers. This integration of a KG not only improves retrieval accuracy by preserving customer service structure information but also enhances answering quality by mitigating the effects of text segmentation. Empirical assessments on our benchmark datasets, utilizing key retrieval (MRR, Recall@K, NDCG@K) and text generation (BLEU, ROUGE, METEOR) metrics, reveal that our method outperforms the baseline by 77.6% in MRR and by 0.32 in BLEU. Our method has been deployed within LinkedIn's customer service team for approximately six months and has reduced the median per-issue resolution time by 28.6%.

Key facts. Cited by 95 papers in the map (data through 7 Oct 2026). Placed in Knowledge-graph and structured-knowledge RAG, one of 15 directions in Retrieval-augmented generation. Builds on 6 of its 21 references that are in the map. First posted on arXiv 26 Apr 2024.

Builds on

6 of 21 references.

References · 6

  1. 2020Retrieval-Augmented Generation for Knowledge-Intensive NLP Taskscited by 9,160
  2. 2022Text Embeddings by Weakly-Supervised Contrastive Pre-trainingcited by 1,216
  3. 2023Reasoning on Graphs: Faithful and Interpretable Large Language Model Reasoningcited by 326
  4. 2023Large Language Models on Graphs: A Comprehensive Surveycited by 190
  5. 2014Open Question Answering with Weakly Supervised Embedding Modelscited by 26
  6. 2023FoodGPT: A Large Language Model in Food Testing Domain with Incremental Pre-training and Knowledge Graph Promptcited by 14

Built on by

Cited by year (2026 to 7 Oct)

Citing papers per year: 2024: 16; 2025: 59; 2026: 20.

95 papers.

Sort:

By area:

  1. 2024Graph Retrieval-Augmented Generation: A Surveycited by 320
  2. 2025A Survey of Graph Retrieval-Augmented Generation for Customized Large Language Modelscited by 85
  3. 2025Knowledge Graph-Guided Retrieval Augmented Generationcited by 57
  4. 2024Modular RAG: Transforming RAG Systems into LEGO-like Reconfigurable Frameworkscited by 41
  5. 2025A Survey on Knowledge-Oriented Retrieval-Augmented Generationcited by 34
  6. 2025Large Language Models Meet Knowledge Graphs for Question Answering: Synthesis and Opportunitiescited by 30
  7. 2025KET-RAG: A Cost-Efficient Multi-Granular Indexing Framework for Graph-RAGcited by 29
  8. 2025Retrieval-Augmented Generation: A Comprehensive Survey of Architectures, Enhancements, and Robustness Frontierscited by 26
  9. 2024Knowledge-Aware Query Expansion with Large Language Models for Textual and Relational Retrievalcited by 24
  10. 2025AI Hiring with LLMs: A Context-Aware and Explainable Multi-Agent Framework for Resume Screeningcited by 19
  11. 2024Multi-Head RAG: Solving Multi-Aspect Problems with LLMscited by 18
  12. 2024Domain-Specific Retrieval-Augmented Generation Using Vector Stores, Knowledge Graphs, and Tensor Factorizationcited by 15
38 more
  1. 2024Logical Consistency of Large Language Models in Fact-checkingcited by 15
  2. 2025Knowledge Graph-extended Retrieval Augmented Generation for Question Answeringcited by 14
  3. 2025LeanRAG: Knowledge-Graph-Based Generation with Semantic Aggregation and Hierarchical Retrievalcited by 14
  4. 2025DH-RAG: A Dynamic Historical Context-Powered Retrieval-Augmented Generation Method for Multi-Turn Dialoguecited by 10
  5. 2024Adapting to Non-Stationary Environments: Multi-Armed Bandit Enhanced Retrieval-Augmented Generation on Knowledge Graphscited by 9
  6. 2025Follow-up Question Generation For Enhanced Patient-Provider Conversationscited by 9
  7. 2025Align-GRAG: Anchor and Rationale Guided Dual Alignment for Graph Retrieval-Augmented Generationcited by 9
  8. 2025GraphCompliance: Aligning Policy and Context Graphs for LLM-Based Regulatory Compliancecited by 9
  9. 2024The HalluRAG Dataset: Detecting Closed-Domain Hallucinations in RAG Applications Using an LLM's Internal Statescited by 8
  10. 2025A Survey on Retrieval And Structuring Augmented Generation with Large Language Modelscited by 8
  11. 2025Enhancing RAG Efficiency with Adaptive Context Compressioncited by 7
  12. 2024Scaling Knowledge Graph Construction through Synthetic Data Generation and Distillationcited by 6
  13. 2025On the Fundamental Impossibility of Hallucination Control in Large Language Modelscited by 6
  14. 2026SEAD: Self-Evolving Agent for Multi-Turn Service Dialoguecited by 6
  15. 2025GraphRAFT: Retrieval Augmented Fine-Tuning for Knowledge Graphs on Graph Databasescited by 5
  16. 2026Confundo: Learning to Generate Robust Poison for Practical RAG Systemscited by 5
  17. 2025PlainQAFact: Retrieval-augmented Factual Consistency Evaluation Metric for Biomedical Plain Language Summarizationcited by 4
  18. 2025KG-Infused RAG: Augmenting Corpus-Based RAG with External Knowledge Graphscited by 4
  19. 2025GraphRunner: A Multi-Stage Framework for Efficient and Accurate Graph-Based Retrievalcited by 4
  20. 2025AI Knowledge Assist: An Automated Approach for the Creation of Knowledge Bases for Conversational AI Agentscited by 4
  21. 2024CodeRefine: A Pipeline for Enhancing LLM-Generated Code Implementations of Research Paperscited by 3
  22. 2024QAEncoder: Towards Aligned Representation Learning in Question Answering Systemscited by 3
  23. 2024LLM+KG@VLDB'24 Workshop Summarycited by 3
  24. 2025How Social is It? A Benchmark for LLMs' Capabilities in Multi-user Multi-turn Social Agent Taskscited by 3
  25. 2025Personalizing Large Language Models using Retrieval Augmented Generation and Knowledge Graphcited by 3
  26. 2025Schema Generation for Large Knowledge Graphs Using Large Language Modelscited by 3
  27. 2025StepChain GraphRAG: Reasoning Over Knowledge Graphs for Multi-Hop Question Answeringcited by 3
  28. 2026OwlerLite: Scope- and Freshness-Aware Web Retrieval for LLM Assistantscited by 3
  29. 2026S-Path-RAG: Semantic-Aware Shortest-Path Retrieval Augmented Generation for Multi-Hop Knowledge Graph Question Answeringcited by 3
  30. 2024Filter-then-Generate: Large Language Models with Structure-Text Adapter for Knowledge Graph Completioncited by 2
  31. 2025Optimizing open-domain question answering with graph-based retrieval augmented generationcited by 2
  32. 2025Procedural Knowledge Ontology (PKO)cited by 2
  33. 2025KERL: Knowledge-Enhanced Personalized Recipe Recommendation using Large Language Modelscited by 2
  34. 2025Aug2Search: Enhancing Facebook Marketplace Search with LLM-Generated Synthetic Data Augmentationcited by 2
  35. 2025XGraphRAG: Interactive Visual Analysis for Graph-based Retrieval-Augmented Generationcited by 2
  36. 2025Cooperative Retrieval-Augmented Generation for Question Answering: Mutual Information Exchange and Ranking by Contrasting Layerscited by 2
  37. 2024ChipXplore: Natural Language Exploration of Hardware Designs and Librariescited by 1
  38. 2025Leveraging In-Context Learning and Retrieval-Augmented Generation for Automatic Question Generation in Educational Domainscited by 1

50 most cited of 95 All 95 (JSON)

Similar, not cited

Close in wording, no citation either way

  1. 2025Graph-Enhanced Retrieval-Augmented Question Answering for E-Commerce Customer Support
  2. 2024RAG based Question-Answering for Contextual Response Prediction System
  3. 2025KERAG: Knowledge-Enhanced Retrieval-Augmented Generation for Advanced Question Answering
  4. 2024Knowledge graph enhanced retrieval-augmented generation for failure mode and effects analysis
  5. 2025Enhancing Large Language Models (LLMs) for Telecommunications using Knowledge Graphs and Retrieval-Augmented Generation
  6. 2024Mindful-RAG: A Study of Points of Failure in Retrieval Augmented Generation
  7. 2025KG2QA: Knowledge Graph-enhanced Retrieval-augmented Generation for Communication Standards Question Answering
  8. 2024Optimizing and Evaluating Enterprise Retrieval-Augmented Generation (RAG): A Content Design Perspective