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With the exponential growth of telecommunications business scale, customer complaint responsibility determination has become a key link in the compliance management of communication operators. Traditional methods face challenges such as semantic decoupling difficulties and low efficiency of knowledge reuse when dealing with complex complaints and unstructured historical cases. This study, based on the existing business process and large language model technology, proposes a linked retrieval enhanced generation framework. Through hierarchical semantic decoupling and dynamic retrieval of historical knowledge, it achieves the precision and efficiency of complaint responsibility determination. The framework proposes a two-level complaint point splitting mechanism：The first level uses a hybrid semantic parsing to strip off compound demands, and the second level extracts core complaint points from the first-level complaint list through large model prompt technology, while dynamically processing historical documents to adapt to the second-level complaint matching, completing the structural transformation of the database. Finally, experiments based on 423 actual complaint data from a provincial operator show that compared with several traditional retrieval augmented generation（RAG）models，this method improves the retrieval accuracy by 18.87% and the retrieval recall rate by 14.13% . This research provides an efficient and reusable technical path for intelligent responsibility determination under a strong regulatory background and has important practical significance.
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| 科 Family | 属数 Number of genus | 种数 Number of species | 占总种数比例 Percentage of total species (%) | 属 Genus | 种数 Number of species | 占总种数比例 Percentage of total species (%) |
|---|---|---|---|---|---|---|
| 鹅膏菌科Amanitaceae | 2 | 11 | 5.26 | 鹅膏菌属 Amanita | 10 | 4.78 |
| 小菇科 Mycenaceae | 2 | 12 | 5.74 | 丝盖伞属 Inocybe | 5 | 2.39 |
| 多孔菌科 Polyporaceae | 8 | 14 | 6.70 | 蜡蘑属 Laccaria | 5 | 2.39 |
| 红菇科 Russulaceae | 3 | 23 | 11.00 | 小皮伞属 Marasmius | 6 | 2.87 |
| 小菇属 Mycena | 11 | 5.26 | ||||
| 光柄菇属 Pluteus | 5 | 2.39 | ||||
| 红菇属 Russula | 17 | 8.13 | ||||
| 栓菌属 Trametes | 5 | 2.39 |
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