retrieval augmented generation

4 stories

Stories

Support macros vs AI training data: what to copy and what to rewrite
Support macros vs AI training data: a real refund macro shows exactly what belongs in an AI knowledge base and what breaks it.
Communicate BlogSep 4, 202620 min read
GDPR and AI customer support: what the regulation asks of you
GDPR and AI customer support explained: lawful basis, retention, subprocessors, and the right to erasure when data lives inside a retrieval index.
Communicate BlogAug 31, 202617 min read
Support agent prompt engineering: an annotated system prompt
A real customer support system prompt, annotated line by line, with the grounding, citation, and refusal rules that stop confident wrong answers.
Communicate BlogAug 29, 202620 min read
Fine-tuning vs RAG for customer support: why retrieval wins almost every time
Fine-tuning vs RAG for support agents: the cost, staleness, and update-frequency arithmetic that makes retrieval the default choice for most teams.
Communicate BlogAug 21, 202617 min read