Ground answers in approved sources
Retrieval should prioritize authoritative internal docs and policy pages. Citations reduce hallucination risk and help agents validate responses quickly.
Evaluation is continuous
Create a labeled set of common tickets and expected answer patterns. Track regression when models, prompts, or document corpora change.
Moderation and PII boundaries
Redact sensitive fields, log carefully, and define when the assistant must refuse. Escalate to humans for high-risk categories like billing disputes and safety issues.