Building RAG Systems That Teams Can Actually Trust
Cover art for RAG and trusted retrieval systems
A retrieval-augmented generation demo is easy. A system people trust with customer answers is not.
The gap is evidence. Teams need more than fluent text — they need to see where an answer came from, and whether that source actually supports the claim.
On Support Knowledge Copilot, I combined dense and BM25 retrieval with reciprocal rank fusion, then added a citation verification step that scores whether each cited passage genuinely backs the generated sentence.
That verification layer changes product behavior. When confidence is low, the UI should say so, and the answer should stay grounded rather than inventing filler.
If you are shipping RAG for real operators, measure retrieval first, then generation. Golden-set evaluation keeps quality from being a gut feel.