Only 8.0% of queries reaching a person duplicated existing corpus content, suggesting the knowledge base was already well used¶

Claim · All claims
Evidence · 1 study · design r2 · q2
Currency · newest study 2026 · not yet checked against its sources · not reviewed by a person · recheck by 2029: local conditions change quickly

Subclaims¶

q2 i? Of 2,664 person-resolved queries with no corpus link, 8.0% matched existing corpus-linked queries at a cosine similarity threshold of 0.70, at a manually validated match precision of 14 of 15; the estimate falls to 6.5% at threshold 0.85. → Gupta 2026

Evidence¶

Gupta 2026¶

Gupta, J., Ayinampudi, P., Aditya B.M.V., Hegade, P., Sharma, R., Sharma, S., Meenakshi, V., Iyengar, S.R.S. (2026). What Students Actually Ask: Demand Structure and Automation Potential in a Hybrid Support System. arXiv:2609.38967. https://arxiv.org/abs/2609.38967 doi:10.48550/arxiv.2609.38967

q2 · i? · design · r2

TF-IDF cosine-similarity coverage estimation over the deployment record, comparing unlinked person-resolved query text against a proxy corpus built from the 871 corpus-linked queries. Of 213 matched queries, 45 were status enquiries, leaving 6.3% of candidates.

"Excluding control tokens, 2,664 queries resolved by a person carried no corpus link. At a cosine similarity threshold of 0.70, 8.0% of these matched an existing corpus linked query, at a manually validated match precision of 14 of 15."

Discussion¶

Related Claims¶

• At least 20.4% of queries in an online internship programme are status enquiries about pending submissions, which a corpus-grounded AI assistant served only 1.3% of the time — related
• Corpus reuse in the deployed support system is concentrated on a single process step: three certificate/offer-letter entries account for 56.8% of 871 resolutions, with a Gini of 0.586 across entries — related
• Operational resolution records require workflow-semantic checks before interpretation: one administrator accounts for 72.7% of attributed human resolutions, most administrative closures occur in synchronous bulk events, and the accepted_derived field encodes resolver identity rather than acceptance — related
• Peer answering in the hybrid support system was fast where it occurred: 70.3% of peer-answered queries closed within one hour, against 1.9% of administrator-answered and 14.8% of script-closed queries — related