What the data for this category looks like
Data for hotline knowledge base maintenance comes primarily from historical closed government hotline tickets, public government policy documents, and standardized common question banks. Incremental content is synchronized in real time as tickets are closed and archived. Full policy document update verification is completed each month. Each document includes request title, detailed request content, standardized solution, ticket classification tags, and affiliated region field. Some documents have attached original policy attachments. All fields have clear business attributes and units; for example, processing duration is measured in hours.
How These Characteristics Create Constraints for Knowledge Base Retrieval and Recall
The multi-source data characteristics of the hotline knowledge base create multiple constraints for retrieval and recall. Real-time incremental updates of historical tickets require the retrieval pipeline to support incremental index synchronization, preventing newly closed tickets from being recalled late. Multi-field attributes such as affiliated region and ticket classification require retrieval to support filtering recall results by business dimension, narrowing the matching scope. Some documents have long-text policy attachments, requiring the retrieval pipeline to adapt to recall logic after long-text chunking, avoiding key policy content being truncated. The standardized solution field requires recall results to be sorted first by business relevance to the request, with comprehensive sorting based on text similarity.
Configuration Settings
The following configurations are explained for FastGPT v4.17.0.
| Configuration Item | Recommended Value | Rationale |
|---|---|---|
similarity | 0.75–0.85 | Adapts to fuzzy matching needs for hotline requests, filters low-correlation policy or ticket content |
limit | Top 10 entries | Controls the number of single-recall results, avoiding exceeding the context window limits of ticket assistance |
searchMode | hybrid | Combines keyword matching and semantic matching, covering keyword recall for policy text and semantic matching scenarios for tickets |
usingReRank | Enabled | Re-ranks initial recall results, prioritizing returning standardized solutions with high matching degree to the current request |
datasetSearchUsingExtensionQuery | Enabled | Optimizes current requests based on historical conversations, resolves coreference resolution issues, and adapts to context-dependent hotline conversations |
collectionIds | Configured by business group | Only retrieves knowledge base collections corresponding to the current region or classification, narrowing recall scope and improving matching efficiency |
Three Common Configuration Errors
- Phenomenon: When calling the knowledge base API for retrieval, results are not associated with historical conversation context, leading to ambiguous references that fail to match corresponding tickets. Cause: The
datasetSearchUsingExtensionQueryconfiguration is not enabled, and the historical record-based problem optimization logic is not activated. - Phenomenon: After knowledge base retrieval is triggered, GPU resource usage does not change, and retrieval times out and reports an error. Cause: Hardware scheduling for the retrieval node is not configured correctly, or access permissions for the corresponding computing power pool are not enabled.
- Phenomenon: After modifying retrieval configurations, parameters revert to default values after page refresh. Cause: Configurations are not saved to the corresponding knowledge base collection, or configuration values exceed the legal value range of the current version.
How to Verify Proper Configuration
- Initiate a single hotline request test, check whether retrieval results include historical tickets or policy content matching the current request.
- Enable multi-turn conversation testing, consecutively submit requests containing references, check whether retrieval results automatically associate with previous conversation content and resolve reference issues.
- View retrieval logs, confirm that the number of recall results matches the configured
limitvalue, and similarity filtering performs as expected. - Check the associated configuration of the knowledge base collection, confirm that
collectionIdsonly includes document collections for the current business group, with no redundant retrieval scope.
The values provided are common starting points and should be measured against the reader's own samples.
Question material comes from public community discussions. Configuration values are common starting points and should be measured against your own samples. Verified on 2026-09-28.