DQA: Diagnostic Question Answering for IT Support
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,...
| Authors | Vishaal Kapoor, Mariam Dundua, Sarthak Ahuja et al. |
|---|---|
| Primary category | cs.CL |
| Published | 7 April 2026 |
| Last updated at source | 8 April 2026 |
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