Grounded Answers

Answers your customers can trust — no hallucinated nonsense

Protect your brand from confident, wrong answers. Concierge replies only from your own knowledge, under a strict remit, and shows the source it used — accurate, traceable, and honest about what it doesn't know.

Retrieval-augmented generation

Why Concierge doesn't make things up

A generic chatbot answers from whatever the model happened to learn online. That's how you get confident, wrong answers about your product. Concierge works differently.

For every question, Concierge runs semantic search across your knowledge base, retrieves the most relevant passages, and instructs the model to answer only from those passages — a strict remit. The reply comes back grounded in your content, with the source attached.

Why a buyer cares: hallucinations are a brand and compliance risk. Grounded answers keep Concierge on-message, accurate to your docs, and auditable — so you can trust it in front of customers.

Grounded answer RAG · semantic retrieval
How do refunds work if I cancel?
Cancellation refunds depend on how close to departure you cancel. More than 56 days before, you lose only your deposit; inside 28 days, charges scale up to 100%. Refunds for ATOL-protected flights are processed under ABTA's scheme. Cancel from My Trips → Cancel booking.
ABTA-Refund-Policy.pdf · §4 /help/cancellations
Grounded in your content — no guessing
Retrieved passages
ABTA-Refund-Policy.pdf — §4 Cancellation charges 0.94
/help/cancellations — "Cancelling your trip" 0.88
Booking Conditions.pdf — "ATOL protection" 0.81
Which restaurant near my hotel is best?
I can only answer from Northwind's information, and I don't have restaurant recommendations in our knowledge base — so I won't guess. I can connect you with the Northwind team, or help with your booking, baggage, visas or cancellations.

When the answer is in your docs, Concierge cites it. When it isn't, Concierge says so — politely.

How grounding protects you

Four guarantees behind every answer

Semantic retrieval

Vector search understands meaning, not just keywords — so Concierge finds the right passage even when the customer phrases it their own way.

Strict remit

Concierge is instructed to answer only from retrieved content. Out-of-scope questions get a polite deflection, not an invented answer.

Source citations

Every grounded answer can show the document or page it drew from — so customers and your team can verify it in one click.

Reduced hallucination

By grounding generation in retrieved facts, Concierge dramatically cuts the made-up answers that erode customer trust.

The difference

Generic chatbot vs grounded Concierge

Same question. Very different risk profile.

Generic chatbot

Answers from general training data. Sounds confident, but may invent policies, prices or features that aren't yours — with no way to check where the answer came from.

Concierge

Retrieves your actual content, answers only from it, cites the source, and admits when it doesn't know. Accurate, on-brand and auditable.

Answers you can stand behind

See Concierge ground its replies in your own documents — book a walkthrough and bring a tricky question.