MIRAGE: Metadata-guided image retrieval and answer generation for e-commerce troubleshooting

Existing multimodal systems typically associate text and available images based on embedding similarity or simple co-location, but such approaches often fail to ensure that the linked image accurately depicts the specific product or component mentioned in a troubleshooting instruction. We introduce MIRAGE, a metadata-first paradigm that treats structured metadata, (not raw pixels), as a first-class modality for multimodal grounding. In MIRAGE, both text and images are projected through a shared semantic schema capturing product attributes, context, and visual aspects, enabling reasoning over interpretable attributes for troubleshooting rather than unstructured embeddings. MIRAGE comprises of three complementary modules: M-Link for schema-guided image–text linking, M-Gen for metadata-conditioned multimodal generation, and M-Eval for consistency evaluation in the same structured space. Experiments on large-scale enterprise e-commerce troubleshooting data across 10 product types on 100K text chunks and 35K images show that metadata-centric grounding achieves over 40 pp higher linking coverage of high-quality visual content and over 45 pp in linking and response quality than embedding-based baselines. MIRAGE demonstrates the potential of structured metadata in enabling scalable, fine-grained grounding in multimodal troubleshooting systems.