Business Problem
ACSI · Hospitality · 2024–2025 · Public
Why grounded support matters
A hospitality platform's staff and partners ask thousands of operational questions across portal operations, promotions, finance, inspection & editorial, and IT. Answering them by hand is slow and inconsistent; answering them with a raw language model is fluent but ungrounded — it invents policies that don't exist and can't show its sources.
The job is to answer from the approved knowledge base, cite every claim, score how confident the answer is, and — crucially — hand off to the right human team when the evidence isn't there, rather than guessing.
The trade-off
Pure search returns documents but not answers; a pure LLM answers but can't be trusted. This system blends both: deterministic retrieval and an evidence-sufficiency gate keep it grounded, while the generation and verification steps turn the evidence into a cited, confidence-scored answer. Low confidence routes to a human with the full context attached — the system knows what it doesn't know.