# Augmenting Compliance-Guaranteed Customer Service Chatbots: Context-Aware Knowledge Expansion with Large Language Models

arXiv: https://arxiv.org/abs/2410.12444 · HTML: https://mlsanity.com/paper/2410.12444/

## Key facts

- Cited by 3 papers in the map (data through 14 Oct 2026).
- Builds on 12 of its 30 references that are in the map.
- First posted on arXiv 16 Oct 2024.

## Builds on (most cited first, 12 of 12)

- [Attention Is All You Need](https://mlsanity.com/paper/1706.03762/) (2017)
- [BERTScore: Evaluating Text Generation with BERT](https://mlsanity.com/paper/1904.09675/) (2019)
- [A Diversity-Promoting Objective Function for Neural Conversation Models](https://mlsanity.com/paper/1510.03055/) (2015)
- [ChatGPT Outperforms Crowd-Workers for Text-Annotation Tasks](https://mlsanity.com/paper/2303.15056/) (2023)
- [A Survey of Data Augmentation Approaches for NLP](https://mlsanity.com/paper/2105.03075/) (2021)
- [TALLRec: An Effective and Efficient Tuning Framework to Align Large Language Model with Recommendation](https://mlsanity.com/paper/2305.00447/) (2023)
- [The Curious Decline of Linguistic Diversity: Training Language Models on Synthetic Text](https://mlsanity.com/paper/2311.09807/) (2023)
- [Batch Prompting: Efficient Inference with Large Language Model APIs](https://mlsanity.com/paper/2301.08721/) (2023)
- [BlendFilter: Advancing Retrieval-Augmented Large Language Models via Query Generation Blending and Knowledge Filtering](https://mlsanity.com/paper/2402.11129/) (2024)
- [Toward Annotator Group Bias in Crowdsourcing](https://mlsanity.com/paper/2110.08038/) (2021)
- [Why are Sequence-to-Sequence Models So Dull? Understanding the Low-Diversity Problem of Chatbots](https://mlsanity.com/paper/1809.01941/) (2018)
- [Familia: A Configurable Topic Modeling Framework for Industrial Text Engineering](https://mlsanity.com/paper/1808.03733/) (2018)

## Built on by (most cited first, 3 of 3)

- [Acoustic Model Optimization over Multiple Data Sources: Merging and Valuation](https://mlsanity.com/paper/2410.15620/) (2024)
- [Proactive Dialogue Model with Intent Prediction](https://mlsanity.com/paper/2604.27379/) (2026)
- [Improving Answer Extraction in Context-based Question Answering Systems Using LLMs](https://mlsanity.com/paper/2606.06197/) (2026)

## Abstract (arXiv)

Retrieval-based chatbots leverage human-verified Q&A knowledge to deliver accurate, verifiable responses, making them ideal for customer-centric applications where compliance with regulatory and operational standards is critical. To effectively handle diverse customer inquiries, augmenting the knowledge base with "similar questions" that retain semantic meaning while incorporating varied expressions is a cost-effective strategy. In this paper, we introduce the Similar Question Generation (SQG) task for LLM training and inference, proposing context-aware approaches to enable comprehensive semantic exploration and enhanced alignment with source question-answer relationships. We formulate optimization techniques for constructing in-context prompts and selecting an optimal subset of similar questions to expand chatbot knowledge under budget constraints. Both quantitative and human evaluations validate the effectiveness of these methods, achieving a 92% user satisfaction rate in a deployed chatbot system, reflecting an 18% improvement over the unaugmented baseline. These findings highlight the practical benefits of SQG and emphasize the potential of LLMs, not as direct chatbot interfaces, but in supporting non-generative systems for hallucination-free, compliance-guaranteed applications.