Reducing hallucinations in retrieval-augmented chatbots for customer support teams

When customer support teams adopt retrieval-augmented generation (RAG) to power chatbots, the promise is compelling: fast, contextually-aware answers grounded in a company's own documentation. In practice, however, one problem keeps surfacing — hallucinations. These are fluent, plausible-sounding responses that confidently state incorrect facts or invent citations. I've worked with product and security teams who’ve felt that a seemingly small hallucination can erode trust faster than any...

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