When in Doubt, Ask First: A Unified Retrieval Agent-Based System for Ambiguous and Unanswerable Question Answering

AbstractLarge Language Models (LLMs) have shown strong capabilities in Question Answering (QA), but their effectiveness in high-stakes, closed-domain settings is often constrained by hallucinations and limited handling of vague or underspecified queries. These challenges are especially pronounced in Vietnamese, a low-resource language with complex syntax and strong contextual dependence, where user questions are often short, informal, and ambiguous. We introduce the Unified Retrieval Agent-Based System (URASys), a QA framework that combines agent-based reasoning with dual retrieval under the Just Enough principle to address standard, ambiguous, and unanswerable questions in a unified manner. URASys performs lightweight query decomposition and integrates document retrieval with a question–answer layer via a two-phase indexing pipeline, engaging in interactive clarification when intent is uncertain and explicitly signaling unanswerable cases to avoid hallucination. We evaluate URASys on Vietnamese and English QA benchmarks spanning single-hop, multi-hop, and real-world academic advising tasks, and release new dual-language ambiguous subsets for benchmarking interactive clarification. Results show that URASys outperforms strong retrieval-based baselines in factual accuracy, improves unanswerable handling, and achieves statistically significant gains in human evaluations for clarity and trustworthiness. All code and datasets are publicly available at https://github.com/ura-hcmut/URASys.