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Jan 8

Semantic Parsing with Candidate Expressions for Knowledge Base Question Answering

Semantic parsers convert natural language to logical forms, which can be evaluated on knowledge bases (KBs) to produce denotations. Recent semantic parsers have been developed with sequence-to-sequence (seq2seq) pre-trained language models (PLMs) or large language models, where the models treat logical forms as sequences of tokens. For syntactic and semantic validity, the semantic parsers use grammars that enable constrained decoding. However, the grammars lack the ability to utilize large information of KBs, although logical forms contain representations of KB elements, such as entities or relations. In this work, we propose a grammar augmented with candidate expressions for semantic parsing on a large KB with a seq2seq PLM. The grammar defines actions as production rules, and our semantic parser predicts actions during inference under the constraints by types and candidate expressions. We apply the grammar to knowledge base question answering, where the constraints by candidate expressions assist a semantic parser to generate valid KB elements. We also introduce two special rules, sub-type inference and union types, and a mask caching algorithm. In particular, sub-type inference and the mask caching algorithm greatly increase the decoding speed of our semantic parser. We experimented on two benchmarks, KQA Pro and Overnight, where the constraints by candidate expressions increased the accuracy of our semantic parser, whether it was trained with strong supervision or weak supervision. In addition, our semantic parser had a fast decoding speed in the experiments. Our source code is publicly available at https://github.com/daehwannam/candexpr-sp.git.

  • 2 authors
·
Oct 1, 2024

MaScQA: A Question Answering Dataset for Investigating Materials Science Knowledge of Large Language Models

Information extraction and textual comprehension from materials literature are vital for developing an exhaustive knowledge base that enables accelerated materials discovery. Language models have demonstrated their capability to answer domain-specific questions and retrieve information from knowledge bases. However, there are no benchmark datasets in the materials domain that can evaluate the understanding of the key concepts by these language models. In this work, we curate a dataset of 650 challenging questions from the materials domain that require the knowledge and skills of a materials student who has cleared their undergraduate degree. We classify these questions based on their structure and the materials science domain-based subcategories. Further, we evaluate the performance of GPT-3.5 and GPT-4 models on solving these questions via zero-shot and chain of thought prompting. It is observed that GPT-4 gives the best performance (~62% accuracy) as compared to GPT-3.5. Interestingly, in contrast to the general observation, no significant improvement in accuracy is observed with the chain of thought prompting. To evaluate the limitations, we performed an error analysis, which revealed conceptual errors (~64%) as the major contributor compared to computational errors (~36%) towards the reduced performance of LLMs. We hope that the dataset and analysis performed in this work will promote further research in developing better materials science domain-specific LLMs and strategies for information extraction.

  • 4 authors
·
Aug 17, 2023

CKBP v2: Better Annotation and Reasoning for Commonsense Knowledge Base Population

Commonsense Knowledge Bases (CSKB) Population, which aims at automatically expanding knowledge in CSKBs with external resources, is an important yet hard task in NLP. Fang et al. (2021a) proposed a CSKB Population (CKBP) framework with an evaluation set CKBP v1. However, CKBP v1 relies on crowdsourced annotations that suffer from a considerable number of mislabeled answers, and the evaluationset lacks alignment with the external knowledge source due to random sampling. In this paper, we introduce CKBP v2, a new high-quality CSKB Population evaluation set that addresses the two aforementioned issues by employing domain experts as annotators and incorporating diversified adversarial samples to make the evaluation data more representative. We show that CKBP v2 serves as a challenging and representative evaluation dataset for the CSKB Population task, while its development set aids in selecting a population model that leads to improved knowledge acquisition for downstream commonsense reasoning. A better population model can also help acquire more informative commonsense knowledge as additional supervision signals for both generative commonsense inference and zero-shot commonsense question answering. Specifically, the question-answering model based on DeBERTa-v3-large (He et al., 2023b) even outperforms powerful large language models in a zero-shot setting, including ChatGPT and GPT-3.5.

  • 7 authors
·
Apr 20, 2023

Augmenting Pre-trained Language Models with QA-Memory for Open-Domain Question Answering

Retrieval augmented language models have recently become the standard for knowledge intensive tasks. Rather than relying purely on latent semantics within the parameters of large neural models, these methods enlist a semi-parametric memory to encode an index of knowledge for the model to retrieve over. Most prior work has employed text passages as the unit of knowledge, which has high coverage at the cost of interpretability, controllability, and efficiency. The opposite properties arise in other methods which have instead relied on knowledge base (KB) facts. At the same time, more recent work has demonstrated the effectiveness of storing and retrieving from an index of Q-A pairs derived from text lewis2021paq. This approach yields a high coverage knowledge representation that maintains KB-like properties due to its representations being more atomic units of information. In this work we push this line of research further by proposing a question-answer augmented encoder-decoder model and accompanying pretraining strategy. This yields an end-to-end system that not only outperforms prior QA retrieval methods on single-hop QA tasks but also enables compositional reasoning, as demonstrated by strong performance on two multi-hop QA datasets. Together, these methods improve the ability to interpret and control the model while narrowing the performance gap with passage retrieval systems.

  • 5 authors
·
Apr 9, 2022

iPerceive: Applying Common-Sense Reasoning to Multi-Modal Dense Video Captioning and Video Question Answering

Most prior art in visual understanding relies solely on analyzing the "what" (e.g., event recognition) and "where" (e.g., event localization), which in some cases, fails to describe correct contextual relationships between events or leads to incorrect underlying visual attention. Part of what defines us as human and fundamentally different from machines is our instinct to seek causality behind any association, say an event Y that happened as a direct result of event X. To this end, we propose iPerceive, a framework capable of understanding the "why" between events in a video by building a common-sense knowledge base using contextual cues to infer causal relationships between objects in the video. We demonstrate the effectiveness of our technique using the dense video captioning (DVC) and video question answering (VideoQA) tasks. Furthermore, while most prior work in DVC and VideoQA relies solely on visual information, other modalities such as audio and speech are vital for a human observer's perception of an environment. We formulate DVC and VideoQA tasks as machine translation problems that utilize multiple modalities. By evaluating the performance of iPerceive DVC and iPerceive VideoQA on the ActivityNet Captions and TVQA datasets respectively, we show that our approach furthers the state-of-the-art. Code and samples are available at: iperceive.amanchadha.com.

  • 3 authors
·
Nov 16, 2020

Harnessing Large Language Models for Knowledge Graph Question Answering via Adaptive Multi-Aspect Retrieval-Augmentation

Large Language Models (LLMs) demonstrate remarkable capabilities, yet struggle with hallucination and outdated knowledge when tasked with complex knowledge reasoning, resulting in factually incorrect outputs. Previous studies have attempted to mitigate it by retrieving factual knowledge from large-scale knowledge graphs (KGs) to assist LLMs in logical reasoning and prediction of answers. However, this kind of approach often introduces noise and irrelevant data, especially in situations with extensive context from multiple knowledge aspects. In this way, LLM attention can be potentially mislead from question and relevant information. In our study, we introduce an Adaptive Multi-Aspect Retrieval-augmented over KGs (Amar) framework. This method retrieves knowledge including entities, relations, and subgraphs, and converts each piece of retrieved text into prompt embeddings. The Amar framework comprises two key sub-components: 1) a self-alignment module that aligns commonalities among entities, relations, and subgraphs to enhance retrieved text, thereby reducing noise interference; 2) a relevance gating module that employs a soft gate to learn the relevance score between question and multi-aspect retrieved data, to determine which information should be used to enhance LLMs' output, or even filtered altogether. Our method has achieved state-of-the-art performance on two common datasets, WebQSP and CWQ, showing a 1.9\% improvement in accuracy over its best competitor and a 6.6\% improvement in logical form generation over a method that directly uses retrieved text as context prompts. These results demonstrate the effectiveness of Amar in improving the reasoning of LLMs.

  • 10 authors
·
Dec 24, 2024

Context Matters: Pushing the Boundaries of Open-Ended Answer Generation with Graph-Structured Knowledge Context

In the continuously advancing AI landscape, crafting context-rich and meaningful responses via Large Language Models (LLMs) is essential. Researchers are becoming more aware of the challenges that LLMs with fewer parameters encounter when trying to provide suitable answers to open-ended questions. To address these hurdles, the integration of cutting-edge strategies, augmentation of rich external domain knowledge to LLMs, offers significant improvements. This paper introduces a novel framework that combines graph-driven context retrieval in conjunction to knowledge graphs based enhancement, honing the proficiency of LLMs, especially in domain specific community question answering platforms like AskUbuntu, Unix, and ServerFault. We conduct experiments on various LLMs with different parameter sizes to evaluate their ability to ground knowledge and determine factual accuracy in answers to open-ended questions. Our methodology GraphContextGen consistently outperforms dominant text-based retrieval systems, demonstrating its robustness and adaptability to a larger number of use cases. This advancement highlights the importance of pairing context rich data retrieval with LLMs, offering a renewed approach to knowledge sourcing and generation in AI systems. We also show that, due to rich contextual data retrieval, the crucial entities, along with the generated answer, remain factually coherent with the gold answer.

  • 6 authors
·
Jan 23, 2024

Would You Ask it that Way? Measuring and Improving Question Naturalness for Knowledge Graph Question Answering

Knowledge graph question answering (KGQA) facilitates information access by leveraging structured data without requiring formal query language expertise from the user. Instead, users can express their information needs by simply asking their questions in natural language (NL). Datasets used to train KGQA models that would provide such a service are expensive to construct, both in terms of expert and crowdsourced labor. Typically, crowdsourced labor is used to improve template-based pseudo-natural questions generated from formal queries. However, the resulting datasets often fall short of representing genuinely natural and fluent language. In the present work, we investigate ways to characterize and remedy these shortcomings. We create the IQN-KGQA test collection by sampling questions from existing KGQA datasets and evaluating them with regards to five different aspects of naturalness. Then, the questions are rewritten to improve their fluency. Finally, the performance of existing KGQA models is compared on the original and rewritten versions of the NL questions. We find that some KGQA systems fare worse when presented with more realistic formulations of NL questions. The IQN-KGQA test collection is a resource to help evaluate KGQA systems in a more realistic setting. The construction of this test collection also sheds light on the challenges of constructing large-scale KGQA datasets with genuinely NL questions.

  • 2 authors
·
May 25, 2022

Establishing Knowledge Preference in Language Models

Language models are known to encode a great amount of factual knowledge through pretraining. However, such knowledge might be insufficient to cater to user requests, requiring the model to integrate external knowledge sources and adhere to user-provided specifications. When answering questions about ongoing events, the model should use recent news articles to update its response; when asked to provide recommendations, the model should prioritize user specifications over retrieved product reviews; when some facts are edited in the model, the updated facts should override all prior knowledge learned by the model even if they are conflicting. In all of the cases above, the model faces a decision between its own parametric knowledge, (retrieved) contextual knowledge, and user instruction knowledge. In this paper, we (1) unify such settings into the problem of knowledge preference and define a three-level preference hierarchy over these knowledge sources; (2) compile a collection of existing datasets IfQA, MQuAKE, and MRQA covering a combination of settings (with/without user specifications, with/without context documents) to systematically evaluate how well models obey the intended knowledge preference; and (3) propose a dataset synthesis method that composes diverse question-answer pairs with user assumptions and related context to directly fine-tune LMs for instilling the hierarchy of knowledge. We demonstrate that a 7B model, fine-tuned on only a few thousand examples automatically generated by our proposed method, effectively achieves superior performance (more than 18% improvement across all evaluation benchmarks) in adhering to the desired knowledge preference hierarchy.

  • 6 authors
·
Jul 17, 2024

Retrieval Helps or Hurts? A Deeper Dive into the Efficacy of Retrieval Augmentation to Language Models

While large language models (LMs) demonstrate remarkable performance, they encounter challenges in providing accurate responses when queried for information beyond their pre-trained memorization. Although augmenting them with relevant external information can mitigate these issues, failure to consider the necessity of retrieval may adversely affect overall performance. Previous research has primarily focused on examining how entities influence retrieval models and knowledge recall in LMs, leaving other aspects relatively unexplored. In this work, our goal is to offer a more detailed, fact-centric analysis by exploring the effects of combinations of entities and relations. To facilitate this, we construct a new question answering (QA) dataset called WiTQA (Wikipedia Triple Question Answers). This dataset includes questions about entities and relations of various popularity levels, each accompanied by a supporting passage. Our extensive experiments with diverse LMs and retrievers reveal when retrieval does not consistently enhance LMs from the viewpoints of fact-centric popularity.Confirming earlier findings, we observe that larger LMs excel in recalling popular facts. However, they notably encounter difficulty with infrequent entity-relation pairs compared to retrievers. Interestingly, they can effectively retain popular relations of less common entities. We demonstrate the efficacy of our finer-grained metric and insights through an adaptive retrieval system that selectively employs retrieval and recall based on the frequencies of entities and relations in the question.

  • 4 authors
·
Feb 20, 2024

Enhancing Retrieval and Managing Retrieval: A Four-Module Synergy for Improved Quality and Efficiency in RAG Systems

Retrieval-augmented generation (RAG) techniques leverage the in-context learning capabilities of large language models (LLMs) to produce more accurate and relevant responses. Originating from the simple 'retrieve-then-read' approach, the RAG framework has evolved into a highly flexible and modular paradigm. A critical component, the Query Rewriter module, enhances knowledge retrieval by generating a search-friendly query. This method aligns input questions more closely with the knowledge base. Our research identifies opportunities to enhance the Query Rewriter module to Query Rewriter+ by generating multiple queries to overcome the Information Plateaus associated with a single query and by rewriting questions to eliminate Ambiguity, thereby clarifying the underlying intent. We also find that current RAG systems exhibit issues with Irrelevant Knowledge; to overcome this, we propose the Knowledge Filter. These two modules are both based on the instruction-tuned Gemma-2B model, which together enhance response quality. The final identified issue is Redundant Retrieval; we introduce the Memory Knowledge Reservoir and the Retriever Trigger to solve this. The former supports the dynamic expansion of the RAG system's knowledge base in a parameter-free manner, while the latter optimizes the cost for accessing external knowledge, thereby improving resource utilization and response efficiency. These four RAG modules synergistically improve the response quality and efficiency of the RAG system. The effectiveness of these modules has been validated through experiments and ablation studies across six common QA datasets. The source code can be accessed at https://github.com/Ancientshi/ERM4.

  • 6 authors
·
Jul 15, 2024

Prompting is not Enough: Exploring Knowledge Integration and Controllable Generation

Open-domain question answering (OpenQA) represents a cornerstone in natural language processing (NLP), primarily focused on extracting answers from unstructured textual data. With the rapid advancements in Large Language Models (LLMs), LLM-based OpenQA methods have reaped the benefits of emergent understanding and answering capabilities enabled by massive parameters compared to traditional methods. However, most of these methods encounter two critical challenges: how to integrate knowledge into LLMs effectively and how to adaptively generate results with specific answer formats for various task situations. To address these challenges, we propose a novel framework named GenKI, which aims to improve the OpenQA performance by exploring Knowledge Integration and controllable Generation on LLMs simultaneously. Specifically, we first train a dense passage retrieval model to retrieve associated knowledge from a given knowledge base. Subsequently, we introduce a novel knowledge integration model that incorporates the retrieval knowledge into instructions during fine-tuning to intensify the model. Furthermore, to enable controllable generation in LLMs, we leverage a certain fine-tuned LLM and an ensemble based on text consistency incorporating all coherence, fluency, and answer format assurance. Finally, extensive experiments conducted on the TriviaQA, MSMARCO, and CMRC2018 datasets, featuring diverse answer formats, have demonstrated the effectiveness of GenKI with comparison of state-of-the-art baselines. Moreover, ablation studies have disclosed a linear relationship between the frequency of retrieved knowledge and the model's ability to recall knowledge accurately against the ground truth. Our code of GenKI is available at https://github.com/USTC-StarTeam/GenKI

  • 8 authors
·
May 26, 2025

Large Language Models Struggle to Learn Long-Tail Knowledge

The internet contains a wealth of knowledge -- from the birthdays of historical figures to tutorials on how to code -- all of which may be learned by language models. However, there is a huge variability in the number of times a given piece of information appears on the web. In this paper, we study the relationship between the knowledge memorized by large language models and the information in their pre-training datasets. In particular, we show that a language model's ability to answer a fact-based question relates to how many documents associated with that question were seen during pre-training. We identify these relevant documents by entity linking pre-training datasets and counting documents that contain the same entities as a given question-answer pair. Our results demonstrate strong correlational and causal relationships between accuracy and relevant document count for numerous question answering datasets (e.g., TriviaQA), pre-training corpora (e.g., ROOTS), and model sizes (e.g., 176B parameters). Moreover, we find that while larger models are better at learning long-tail knowledge, we estimate that today's models must be scaled by many orders of magnitude to reach competitive QA performance on questions with little support in the pre-training data. Finally, we show that retrieval-augmentation can reduce the dependence on relevant document count, presenting a promising approach for capturing the long-tail.

  • 5 authors
·
Nov 15, 2022

Search-in-the-Chain: Towards Accurate, Credible and Traceable Large Language Models for Knowledge-intensive Tasks

Making the contents generated by Large Language Model (LLM) such as ChatGPT, accurate, credible and traceable is crucial, especially in complex knowledge-intensive tasks that require multi-step reasoning and each of which needs knowledge to solve. Introducing Information Retrieval (IR) to provide LLM with external knowledge is good potential to solve this problem. However, where and how to introduce IR into LLM is a big challenge. Previous work has the disadvantage that the wrong knowledge retrieved by IR misleads the LLM or breaks the reasoning chain of LLM. In this paper, we propose a novel framework called Search-in-the-Chain (SearChain) for the interaction between LLM and IR to solve the challenges. First, LLM generates the global reasoning chain called Chain-of-Query (CoQ) where each node consists of an IR-oriented query and the answer to the query. Second, IR verifies the answer of each node of CoQ, it corrects the answer that is not consistent with the retrieved information when IR gives high confidence, which improves the credibility. Third, LLM can mark its missing knowledge in CoQ and IR can provide this knowledge to LLM. These three operations improve the accuracy of LLM for complex knowledge-intensive tasks in terms of reasoning ability and knowledge. Finally, SearChain generates the reasoning process and marks references to supporting documents for each reasoning step, which improves traceability. SearChain transforms the topology of reasoning from chain to tree, which can modify the reasoning direction. Experiment shows that SearChain outperforms baselines on complex knowledge-intensive tasks including multi-hop question-answering, slot filling, fact checking, and long-form question-answering.

  • 5 authors
·
Apr 28, 2023

CR-LT-KGQA: A Knowledge Graph Question Answering Dataset Requiring Commonsense Reasoning and Long-Tail Knowledge

Knowledge graph question answering (KGQA) is a well-established field that seeks to provide factual answers to natural language (NL) questions by leveraging knowledge graphs (KGs). However, existing KGQA datasets suffer from two significant limitations: (1) no existing KGQA dataset requires commonsense reasoning to arrive at an answer and (2) existing KGQA datasets focus on popular entities for which large language models (LLMs) can directly answer without hallucinating and without leveraging the KG. In this work, we seek a novel KGQA dataset that supports commonsense reasoning and focuses on long-tail entities (e.g., non-mainstream and recent entities) where LLMs frequently hallucinate, and thus create the need for novel methodologies that leverage the KG for factual and attributable commonsense inference. We create a novel Commonsense Reasoning (CR) and Long-Tail (LT) KGQA dataset with two subtasks -- question answering and claim verification -- that address both limitations (1) and (2). We construct CR-LT-KGQA by building extensions to existing reasoning datasets StrategyQA and CREAK over Wikidata. While existing KGQA methods are not applicable due to their lack of commonsense inference support, baseline evaluation of LLMs on CR-LT KGQA demonstrate a high rate of hallucination. Thus, CR-LT KGQA poses significant challenges for hallucination-prone LLMs, hence paving the way for future commonsense KGQA research to provide accurate and factual answers for long-tail entities in the era of LLMs.

  • 3 authors
·
Mar 2, 2024

Prompting Large Language Models with Answer Heuristics for Knowledge-based Visual Question Answering

Knowledge-based visual question answering (VQA) requires external knowledge beyond the image to answer the question. Early studies retrieve required knowledge from explicit knowledge bases (KBs), which often introduces irrelevant information to the question, hence restricting the performance of their models. Recent works have sought to use a large language model (i.e., GPT-3) as an implicit knowledge engine to acquire the necessary knowledge for answering. Despite the encouraging results achieved by these methods, we argue that they have not fully activated the capacity of GPT-3 as the provided input information is insufficient. In this paper, we present Prophet -- a conceptually simple framework designed to prompt GPT-3 with answer heuristics for knowledge-based VQA. Specifically, we first train a vanilla VQA model on a specific knowledge-based VQA dataset without external knowledge. After that, we extract two types of complementary answer heuristics from the model: answer candidates and answer-aware examples. Finally, the two types of answer heuristics are encoded into the prompts to enable GPT-3 to better comprehend the task thus enhancing its capacity. Prophet significantly outperforms all existing state-of-the-art methods on two challenging knowledge-based VQA datasets, OK-VQA and A-OKVQA, delivering 61.1% and 55.7% accuracies on their testing sets, respectively.

  • 4 authors
·
Mar 3, 2023

Joint Reasoning on Hybrid-knowledge sources for Task-Oriented Dialog

Traditional systems designed for task oriented dialog utilize knowledge present only in structured knowledge sources to generate responses. However, relevant information required to generate responses may also reside in unstructured sources, such as documents. Recent state of the art models such as HyKnow and SeKnow aimed at overcoming these challenges make limiting assumptions about the knowledge sources. For instance, these systems assume that certain types of information, such as a phone number, is always present in a structured knowledge base (KB) while information about aspects such as entrance ticket prices, would always be available in documents. In this paper, we create a modified version of the MutliWOZ-based dataset prepared by SeKnow to demonstrate how current methods have significant degradation in performance when strict assumptions about the source of information are removed. Then, in line with recent work exploiting pre-trained language models, we fine-tune a BART based model using prompts for the tasks of querying knowledge sources, as well as, for response generation, without making assumptions about the information present in each knowledge source. Through a series of experiments, we demonstrate that our model is robust to perturbations to knowledge modality (source of information), and that it can fuse information from structured as well as unstructured knowledge to generate responses.

  • 3 authors
·
Oct 13, 2022 2

Generate rather than Retrieve: Large Language Models are Strong Context Generators

Knowledge-intensive tasks, such as open-domain question answering (QA), require access to a large amount of world or domain knowledge. A common approach for knowledge-intensive tasks is to employ a retrieve-then-read pipeline that first retrieves a handful of relevant contextual documents from an external corpus such as Wikipedia and then predicts an answer conditioned on the retrieved documents. In this paper, we present a novel perspective for solving knowledge-intensive tasks by replacing document retrievers with large language model generators. We call our method generate-then-read (GenRead), which first prompts a large language model to generate contextutal documents based on a given question, and then reads the generated documents to produce the final answer. Furthermore, we propose a novel clustering-based prompting method that selects distinct prompts, resulting in the generated documents that cover different perspectives, leading to better recall over acceptable answers. We conduct extensive experiments on three different knowledge-intensive tasks, including open-domain QA, fact checking, and dialogue system. Notably, GenRead achieves 71.6 and 54.4 exact match scores on TriviaQA and WebQ, significantly outperforming the state-of-the-art retrieve-then-read pipeline DPR-FiD by +4.0 and +3.9, without retrieving any documents from any external knowledge source. Lastly, we demonstrate the model performance can be further improved by combining retrieval and generation. Our code and generated documents can be found at https://github.com/wyu97/GenRead.

  • 9 authors
·
Sep 20, 2022

RConE: Rough Cone Embedding for Multi-Hop Logical Query Answering on Multi-Modal Knowledge Graphs

Multi-hop query answering over a Knowledge Graph (KG) involves traversing one or more hops from the start node to answer a query. Path-based and logic-based methods are state-of-the-art for multi-hop question answering. The former is used in link prediction tasks. The latter is for answering complex logical queries. The logical multi-hop querying technique embeds the KG and queries in the same embedding space. The existing work incorporates First Order Logic (FOL) operators, such as conjunction (wedge), disjunction (vee), and negation (neg), in queries. Though current models have most of the building blocks to execute the FOL queries, they cannot use the dense information of multi-modal entities in the case of Multi-Modal Knowledge Graphs (MMKGs). We propose RConE, an embedding method to capture the multi-modal information needed to answer a query. The model first shortlists candidate (multi-modal) entities containing the answer. It then finds the solution (sub-entities) within those entities. Several existing works tackle path-based question-answering in MMKGs. However, to our knowledge, we are the first to introduce logical constructs in querying MMKGs and to answer queries that involve sub-entities of multi-modal entities as the answer. Extensive evaluation of four publicly available MMKGs indicates that RConE outperforms the current state-of-the-art.

  • 3 authors
·
Aug 21, 2024

Retrieval-Augmented Generation with Knowledge Graphs for Customer Service Question Answering

In customer service technical support, swiftly and accurately retrieving relevant past issues is critical for efficiently resolving customer inquiries. The conventional retrieval methods in retrieval-augmented generation (RAG) for large language models (LLMs) treat a large corpus of past issue tracking tickets as plain text, ignoring the crucial intra-issue structure and inter-issue relations, which limits performance. We introduce a novel customer service question-answering method that amalgamates RAG with a knowledge graph (KG). Our method constructs a KG from historical issues for use in retrieval, retaining the intra-issue structure and inter-issue relations. During the question-answering phase, our method parses consumer queries and retrieves related sub-graphs from the KG to generate answers. This integration of a KG not only improves retrieval accuracy by preserving customer service structure information but also enhances answering quality by mitigating the effects of text segmentation. Empirical assessments on our benchmark datasets, utilizing key retrieval (MRR, Recall@K, NDCG@K) and text generation (BLEU, ROUGE, METEOR) metrics, reveal that our method outperforms the baseline by 77.6% in MRR and by 0.32 in BLEU. Our method has been deployed within LinkedIn's customer service team for approximately six months and has reduced the median per-issue resolution time by 28.6%.

  • 7 authors
·
Apr 26, 2024

CoLoTa: A Dataset for Entity-based Commonsense Reasoning over Long-Tail Knowledge

The rise of Large Language Models (LLMs) has redefined the AI landscape, particularly due to their ability to encode factual and commonsense knowledge, and their outstanding performance in tasks requiring reasoning. Despite these advances, hallucinations and reasoning errors remain a significant barrier to their deployment in high-stakes settings. In this work, we observe that even the most prominent LLMs, such as OpenAI-o1, suffer from high rates of reasoning errors and hallucinations on tasks requiring commonsense reasoning over obscure, long-tail entities. To investigate this limitation, we present a new dataset for Commonsense reasoning over Long-Tail entities (CoLoTa), that consists of 3,300 queries from question answering and claim verification tasks and covers a diverse range of commonsense reasoning skills. We remark that CoLoTa can also serve as a Knowledge Graph Question Answering (KGQA) dataset since the support of knowledge required to answer its queries is present in the Wikidata knowledge graph. However, as opposed to existing KGQA benchmarks that merely focus on factoid questions, our CoLoTa queries also require commonsense reasoning. Our experiments with strong LLM-based KGQA methodologies indicate their severe inability to answer queries involving commonsense reasoning. Hence, we propose CoLoTa as a novel benchmark for assessing both (i) LLM commonsense reasoning capabilities and their robustness to hallucinations on long-tail entities and (ii) the commonsense reasoning capabilities of KGQA methods.

  • 3 authors
·
Apr 19, 2025

Improving Embedded Knowledge Graph Multi-hop Question Answering by introducing Relational Chain Reasoning

Knowledge Graph Question Answering (KGQA) aims to answer user-questions from a knowledge graph (KG) by identifying the reasoning relations between topic entity and answer. As a complex branch task of KGQA, multi-hop KGQA requires reasoning over the multi-hop relational chain preserved in KG to arrive at the right answer. Despite recent successes, the existing works on answering multi-hop complex questions still face the following challenges: i) The absence of an explicit relational chain order reflected in user-question stems from a misunderstanding of a user's intentions. ii) Incorrectly capturing relational types on weak supervision of which dataset lacks intermediate reasoning chain annotations due to expensive labeling cost. iii) Failing to consider implicit relations between the topic entity and the answer implied in structured KG because of limited neighborhoods size constraint in subgraph retrieval-based algorithms.To address these issues in multi-hop KGQA, we propose a novel model herein, namely Relational Chain based Embedded KGQA (Rce-KGQA), which simultaneously utilizes the explicit relational chain revealed in natural language question and the implicit relational chain stored in structured KG. Our extensive empirical study on three open-domain benchmarks proves that our method significantly outperforms the state-of-the-art counterparts like GraftNet, PullNet and EmbedKGQA. Comprehensive ablation experiments also verify the effectiveness of our method on the multi-hop KGQA task. We have made our model's source code available at github: https://github.com/albert-jin/Rce-KGQA.

  • 6 authors
·
Oct 25, 2021