Abstract
Decision making in large-scale complaint handling systems increasingly relies on heterogeneous evidence, including complaint narratives, screenshots, order metadata, historical interactions, and platform policies. Existing complaint understanding systems mainly perform shallow classification or template matching over isolated modalities, while underutilizing explicit scene structure, rule knowledge, and cross-evidence dependencies. To address this limitation, we present SKG-VLA for multimodal complaint decision making. The core idea is to model each case as a structured complaint scene and represent its decision-relevant semantics with a \emph{Scene Knowledge Graph} (SKG), which organizes complaint entities, evidence items, policy clauses, temporal events, transactional states, and action-relevant relations into a unified graph. Based on SKG, we build a data synthesis pipeline that generates complaint scene descriptions, rule-consistent graph generalizations, question-answer supervision, and decision recommendations. We further construct a large-scale complaint scene dataset with both text-only and multimodal in-domain benchmarks. Finally, we adopt a three-stage training strategy -- domain-adaptive pre-training, task-oriented instruction fine-tuning, and end-to-end multimodal alignment -- to inject structured scene priors into a multimodal decision model. Experiments show that SKG-VLA consistently improves policy-grounded reasoning, complaint decision accuracy, long-tail generalization, and robustness under incomplete evidence.
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URL
https://arxiv.org/abs/2605.09343
