Production-Grade RAG-Based Customer Support Chatbot

Platform: Multi-tenant AI Support Platform

Phase: Phase 1 — RAG-based AI Support

Future: AI Agents + Business Tools + Human Handoff

1. 🎯 What are we building?

A multi-tenant AI support platform that allows multiple brands/businesses to have their own AI customer-support assistant while sharing the same underlying platform.

The chatbot is designed to:

• Answer customer-support questions using the company's approved documentation.
• Avoid answering unrelated questions.
• Prevent hallucination by refusing when sufficient information isn't available.
• Support both anonymous and identified users.
• Maintain conversation history for the current conversation/session.
• Provide citations to the source information used for an answer.
• Be observable and auditable end-to-end.
• Support future business tools such as booking, cancellation, lookup, itinerary generation, etc.

The platform is multi-tenant by design, meaning one company's knowledge and conversations can never be accidentally exposed to another company's users.

2. 🏗️ High-Level Architecture