RAG for customer support
Problem
Support teams need accurate answers from product docs, policies, tickets, and known issue records.
Why RAG helps
RAG can keep answers aligned with current support knowledge and provide traceable references.
Recommended architecture
Advanced RAG with reranking and observability.
Relevant tools
- Dify
- n8n
- Langfuse
- Qdrant
- Ragas
Risks and precautions
- Incorrect commitments
- Stale policy retrieval
- Escalation gaps
Evaluation criteria
- Resolution rate
- Citation usefulness
- Escalation accuracy
- Tone and policy compliance
Example user questions
- How do I reset this setting?
- Is this product issue known?
- What refund policy applies?
Step-by-step implementation path
- Index approved support articles
- Connect ticket categories
- Add escalation rules
- Review answer tone
- Measure resolution and citation usefulness