RAG assistants: sources, quality and customer service
A document assistant prepares answers from retrieved information. It needs updated sources, permissions and escalation. Availability depends on infrastructure and support; accuracy requires evaluation.
Ian · 2026-05-14
Practical guide
RAG assistants: sources, quality and customer service
A document assistant prepares answers from retrieved information. It needs updated sources, permissions and escalation. Availability depends on infrastructure and support; accuracy requires evaluation.
Planning a first application
- Select approved documents and update owners.
- Test known, ambiguous and out-of-scope questions.
- Provide references and human escalation when evidence is insufficient.
What to check before deciding
Measure supported answers, corrections, escalations and satisfaction over a defined period. A generated answer is not necessarily a resolved issue. Documentation may be incomplete or lack a valid answer.
Primary reference: Lewis et al. · Retrieval-Augmented Generation
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