TCQA2: A Tiered Conversational Q&A Agent in Gaming

AbstractThis paper focuses on intelligent Q&A assistants in gaming, providing timely and accurate services by integrating structured game knowledge graphs, semi-structured FAQ pairs, and unstructured real-time online content. It offers personalized emotional companionship through customized virtual characters and provides gameplay guidance, data queries, and product recommendations through in-game tools. We propose a Tiered Conversational Q&A Agent (TCQA2), characterized by high precision, personalized chat, low response latency, efficient token cost and low-risk responses. Parallel modules in each tier cut latency via distributed tasks. Multiple retrievers and short-term memory boost multi-turn Q&A. Hallucination and safety checks improve response quality. Player tags and long-term memory enable personalization. Real-world evaluations show TCQA2 outperforms prompt-engineered LLMs and RAG-based agents in gaming Q&A, personalized dialogue, and risk mitigation.