The authors built RAFT, a retrieval layer that converts each closed support case into a directed chain of timeline entries.
Stateful retrieval finds relevant troubleshooting cases throughout support workflows
RAFT matches an active case to intermediate states in historical case timelines, then retrieves the associated troubleshooting trajectory.
Big Tech
Mingxuan Zhang · Xiaowen Wang · Anupma Sharan · Zhengyi Chen · Chenyu Diana Zhang · Shanshan Yang · +1 more
Microsoft
Research Digest··2 min read
Zhang et al.
Why this paper
From Microsoft · Released code · Part of Context Engineering for Agents, now 30 papers
In one line
Retrieving support cases as staged timeline entries, rather than static documents, improves troubleshooting retrieval at every stage of a case.
What it released
Code
What we could check
- ✓Code link in the paper (github.com)
- ·No weights link found
- ·No dataset link found
- ·No compute details found
- ✓Limitations stated by the authors
- ·No benchmark numbers found
Observed from the paper text and links we have. Absence here means we did not find it, not that it does not exist.
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