# DQA: Diagnostic Question Answering for IT Support

arXiv: https://arxiv.org/abs/2604.05350 · HTML: https://mlsanity.com/paper/2604.05350/

## Key facts

- Cited by 1 papers in the map (data through 14 Oct 2026).
- Placed in RAG robustness and adaptive retrieval, one of 15 directions in Retrieval-augmented generation.
- Builds on 9 of its 14 references that are in the map.
- First posted on arXiv 7 Apr 2026.

## Placed in

- Retrieval-augmented generation / [RAG robustness and adaptive retrieval](https://mlsanity.com/rag/rag-robustness-and-adaptive-retrieval/)

## Builds on (most cited first, 9 of 9)

- [Retrieval-Augmented Generation for Knowledge-Intensive NLP Tasks](https://mlsanity.com/paper/2005.11401/) (2020)
- [Sentence-BERT: Sentence Embeddings using Siamese BERT-Networks](https://mlsanity.com/paper/1908.10084/) (2019)
- [ReAct: Synergizing Reasoning and Acting in Language Models](https://mlsanity.com/paper/2210.03629/) (2022)
- [Judging LLM-as-a-Judge with MT-Bench and Chatbot Arena](https://mlsanity.com/paper/2306.05685/) (2023)
- [CoQA: A Conversational Question Answering Challenge](https://mlsanity.com/paper/1808.07042/) (2018)
- [QuAC : Question Answering in Context](https://mlsanity.com/paper/1808.07036/) (2018)
- [Few-Shot Generative Conversational Query Rewriting](https://mlsanity.com/paper/2006.05009/) (2020)
- [MTRAG: A Multi-Turn Conversational Benchmark for Evaluating Retrieval-Augmented Generation Systems](https://mlsanity.com/paper/2501.03468/) (2025)
- [A Comparison of Question Rewriting Methods for Conversational Passage Retrieval](https://mlsanity.com/paper/2101.07382/) (2021)

## Built on by (most cited first, 1 of 1)

- [SEGRA: A Structured Experience Guided Reasoning Agent for Property Graph Question Answering](https://mlsanity.com/paper/2607.22713/) (2026)

## Abstract (arXiv)

Enterprise IT support interactions are fundamentally diagnostic: effective resolution requires iterative evidence gathering from ambiguous user reports to identify an underlying root cause. While retrieval-augmented generation (RAG) provides grounding through historical cases, standard multi-turn RAG systems lack explicit diagnostic state and therefore struggle to accumulate evidence and resolve competing hypotheses across turns. We introduce DQA, a diagnostic question-answering framework that maintains persistent diagnostic state and aggregates retrieved cases at the level of root causes rather than individual documents. DQA combines conversational query rewriting, retrieval aggregation, and state-conditioned response generation to support systematic troubleshooting under enterprise latency and context constraints. We evaluate DQA on 150 anonymized enterprise IT support scenarios using a replay-based protocol. Averaged over three independent runs, DQA achieves a 78.7% success rate under a trajectory-level success criterion, compared to 41.3% for a multi-turn RAG baseline, while reducing average turns from 8.4 to 3.9.