From Retrieval to Customer Context: Evaluating Frontier-Model Systems for Voice-of-Customer Analysis

Raviraja G, Viraj Bagal, Prabhath Chellingi

Organizations increasingly use frontier language models to analyze customer feedback, but answer quality also depends on how that feedback is organized and made available. We define a \emph{customer context graph} as a unified model of customer and business context. Typed relationships connect customer objects (feedback, conversations, users, and accounts), operational objects (tickets, support agents, opportunities, and competitors), and analytical or action objects (taxonomy concepts, evidence, insights, work items, and outcomes). This lets an agent investigate not only what customers say, but why, who is affected, what action followed, who owns it, and whether it was resolved. For this experiment, the graph is populated from public Cursor feedback; the same architecture can support any type of feedback source. We compare Agentic RAG, a Deep Research Agent, and a Customer Context Graph-backed Agent on the same 9,432 public Cursor feedback records using 30 realistic product, incident, comparison, and metadata questions. Without exhaustive ground truth, we jointly score responses on answer quality (coverage and organization), analytical depth (specificity and decomposition), and…