Why RAG
Ground answers in your docs — raw LLM invents policies.
- Index KB
- Widget/Telegram
- CRM handoff
RAG discipline
Without chunking and wiki updates the bot hallucinates policies. MVP in 3–5 days: index docs, Telegram or web widget, handoff to CRM, deflection metric. Do not promise full automation — remove Tier-1 load first.
Safety and metrics
- Hard escalation keywords
- Operator receives full transcript
- CSAT sample, latency p95, cost per dialog
- Re-index after monthly wiki edits
GPT without RAG on support is reputational risk. Disclaimer that AI may err; log with consent. Weekly review of low-confidence unanswered queries.