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ShopEase: A Generative AI-Based Multi-Agent Framework for Intelligent Enterprise Customer Support Using Hybrid Retrieval-Augmented Generation

arXiv · AI, language, vision and robotics · article · Sep 12, 2026 · UTC

Enterprise customer support systems must answer customer questions correctly, retrieve the right policy information, use customer context, and pass difficult cases to human agents when needed. This paper presents ShopEase, a Generative AI-based multi-agent framework for enterprise customer support. The system combines six components: Intent, CRM, Memory, Hybrid RAG, Escalation, and Supervisor, and uses LLaMA 3.2 running locally through Ollama for response generation. The retrieval module combines FAISS (dense retrieval) and BM25 (sparse retrieval), and six configurations are evaluated: BM25-on

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