Enterprise knowledge assistant
Hybrid RAG over 2.1M policy and operations documents.
- Problem
- Support agents didn’t trust the existing chatbot — it paraphrased policies loosely and invented clauses, so they went back to searching PDFs by hand.
- System
- Query rewriting, BM25 + dense hybrid retrieval, cross-encoder reranking, and citation-enforced generation with an explicit “I don’t know” path when evidence is thin.
- Evaluation
- 1,200-question golden set built with SMEs; LLM judge calibrated against human graders (κ = 0.81) and wired into CI as a release gate.
- Query rewrite
- BM25 + dense
- Rerank
- Cited generation
- Abstain gate
Baseline → shipped
Answer accuracy58% to 87%
Faithfulness0.71 to 0.95
p95 latency lower is better7.4s to 2.1s