RAFT: A Stateful Retrieval-Augmented Framework for Troubleshooting Agents
Effective troubleshooting agents in enterprise customer support depend on retrieving actionable guidance from similar historical cases, yet existing retrieval-augmented generation (RAG) systems treat support cases as static documents and overlook their multi-stage, stateful nature. We introduce RAFT (Retrieval-Augmented Framework for Troubleshooting Agents), a stateful RAG framework that abstracts each closed historical case into a directed chain of timeline entries and retrieves at the entry level, surfacing cases whose intermediate states match the active case and returning the parent-case trajectory anchored at the matched state; an optional case-level graph links cases through a confi...
| Authors | Mingxuan Zhang, Xiaowen Wang, Anupma Sharan et al. |
|---|---|
| Primary category | cs.AI |
| Published | 17 September 2026 |
| Last updated at source | 17 September 2026 |
Silytics shows public metadata from arXiv and links to the original. Information may be incomplete or out of date. Last refreshed 17 October 2026. Licenses and terms of the original apply to the work itself. Not financial, legal or professional advice.