Illustrative example: B2B support with documents and human escalation

Illustrative example

Illustrative example: B2B support with documents and human escalation

This scenario proposes an assistant that consults authorized product information and procedures to prepare answers. It is not a client case and does not validate implementation outcomes.

Planning a first application

1. Classify enquiries and select approved sources.
2. Configure permissions so each person accesses only authorized information.
3. Escalate complaints, commitments and unsupported questions to a person.

What to check before deciding

Measure supported answers, escalations, corrections and end-to-end resolution time. Before adding channels, check how sources are updated and incorrect answers corrected.

Primary reference: Lewis et al. · Retrieval-Augmented Generation

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