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With the ever-increasing demands on Question Answering (QA) systems for IT operations and maintenance, an efficient and supervised fine-tunable framework is necessary to ensure the data security, private deployment and continuous upgrading. Although Large Language Models (LLMs) have notably improved the open-domain QA's performance, how to efficiently handle enterprise-exclusive corpora and build domain-specific QA systems are still less-studied for industrial applications. In this paper, we propose a general and comprehensive framework based on Retrieval Augmented Generation (RAG) and facilitate the whole business process of establishing QA systems for IT operations and maintenance. In accordance with the prevailing RAG method, our proposed framework, named with RAG4ITOps, composes of two major stages: (1) Models Fine-tuning \& Data Vectorization, and (2) Online QA System Process. At the Stage 1, we leverage a contrastive learning method with two negative sampling strategies to fine-tune the embedding model, and design the instruction templates to fine-tune the LLM with a Retrieval Augmented Fine-Tuning method. At the Stage 2, an efficient process of QA system is built for serving. We collect enterprise-exclusive corpora from the domain of cloud computing, and the extensive experiments show that our method achieves superior results than counterparts on two kinds of QA tasks. Our experiment also provide a case for applying the RAG4ITOps to real-world enterprise-level applications., Comment: Accepted by EMNLP 2024 Industry Track

Self-correction is emerging as a promising approach to mitigate the issue of hallucination in Large Language Models (LLMs). To facilitate effective self-correction, recent research has proposed mistake detection as its initial step. However, current literature suggests that LLMs often struggle with reliably identifying reasoning mistakes when using simplistic prompting strategies. To address this challenge, we introduce a unique prompting strategy, termed the Pedagogical Chain-of-Thought (PedCoT), which is specifically designed to guide the identification of reasoning mistakes, particularly mathematical reasoning mistakes. PedCoT consists of pedagogical principles for prompts (PPP) design, two-stage interaction process (TIP) and grounded PedCoT prompts, all inspired by the educational theory of the Bloom Cognitive Model (BCM). We evaluate our approach on two public datasets featuring math problems of varying difficulty levels. The experiments demonstrate that our zero-shot prompting strategy significantly outperforms strong baselines. The proposed method can achieve the goal of reliable mathematical mistake identification and provide a foundation for automatic math answer grading. The results underscore the significance of educational theory, serving as domain knowledge, in guiding prompting strategy design for addressing challenging tasks with LLMs effectively., Comment: To appear at IJCAI 2024