A realistic implementation approach for AI assistants in enterprise support, including grounding strategy, evaluation, and risk controls.
Common failure in AI support pilots
Teams optimize for demo quality, not production quality. This leads to hallucinations, weak escalation paths, and low trust from support agents.
Production architecture
Diagram (Mermaid)
Prompt template skeleton
txt
You are a support assistant for enterprise software.
Use only provided context.
If confidence is below threshold, ask clarifying questions or escalate.
Always cite source document IDs.Evaluation set should include
- policy-sensitive requests
- ambiguous intent
- outdated knowledge cases
- multilingual support tickets
Final takeaway
The system quality comes from retrieval quality, policy guardrails, and evaluation discipline, not from model size alone.
