ShopEase: A Generative AI-Based Multi-Agent Framework for Intelligent Enterprise Customer Support Using Hybrid Retrieval-Augmented Generation
Overall, dense retrieval gives the best accuracy on this dataset, and additional reranking adds processing time without improving classification performance, while Category-level analysis shows strong performance on Shipping, Cancellation, and Return, while Unknown queries remain the main source of errors.
Aakash Kumar Tiwari, Somesh Kumar
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