AI support assistant with explicit boundaries

Challenge

Support teams repeatedly answer questions that already exist in approved documentation, but an unrestricted chatbot can invent details or take actions it should not take. This demonstration focuses on controlled retrieval and escalation rather than autonomous decision-making.

Constraints

• Answers must be grounded in an approved knowledge base and show their source context.
• Unknown, sensitive or account-specific requests must be escalated to a person.
• The assistant cannot change records, prices or access rights without explicit approval.

Solution

• Retrieve relevant passages from a structured, versioned knowledge base.
• Generate a concise answer only when the available evidence passes the configured threshold.
• Attach source references and record the request, answer and escalation reason.
• Route sensitive or uncertain requests to a support owner with the conversation context.

What the prototype demonstrates

• The demonstration shows grounded answers, source visibility and a human escalation path.
• Boundaries are defined before any integration with customer records or operational actions.
• The architecture can be tested against a real knowledge base during a scoped pilot.