SKG-VLA: Scene Knowledge Graph Priors for Structured Scene Semantics and Multimodal Reasoning for Decision Making

Decision making in large-scale complaint handling systems increasingly relies on heterogeneous evidence, including complaint narratives, screenshots, order metadata, historical interactions, and platform policies. Existing complaint understanding systems mainly perform shallow classification or template matching over isolated modalities, while underutilizing explicit scene structure, rule knowledge, and cross-evidence dependencies. To address this limitation, we present SKG-VLA for multimodal complaint decision making. The core idea is to model each case as a structured complaint scene and represent its decision-relevant semantics with a \emph{Scene Knowledge Graph} (SKG), which organizes...

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