A life-sciences chatbot that answers 65% of product and technical queries, grounded only in approved documentation, with a citation on every answer
We built a grounded AI chatbot for a life-sciences business that now handles an estimated 65% of product and technical questions, answering strictly from the company's approved documentation, citing the source on every response, and deferring to a human whenever it lacks a grounded answer.
The challenge
A life-sciences company wanted an assistant that could answer detailed product and technical questions, but in healthcare, a chatbot that hallucinates is worse than none at all. Answers had to be grounded in approved source material, traceable to a citation, and safe within a regulated context. An off-the-shelf general-purpose chatbot, with no grounding and no audit of what it told users, carried unacceptable accuracy and compliance risk.
What we built
Indexed the company's approved documentation into a retrieval-augmented (RAG) knowledge base so answers are grounded in real, controlled sources
Engineered the assistant to cite its sources, so every answer is traceable back to an approved document
Added guardrails and fallbacks so the assistant defers or escalates to a human rather than guessing when it lacks a grounded answer
Built a human review and feedback loop so subject-matter experts correct and improve responses over time, with interactions logged for oversight
Architecture
Outcomes
The chatbot now handles an estimated 65% of product and technical queries, grounded only in approved documentation with a citation on every answer and zero ungrounded responses reaching users
Every response traceable to an approved document, critical for a regulated industry
Hallucination risk contained through retrieval grounding, guardrails and human escalation
A feedback loop that improves the assistant under continuous expert oversight
Results
63%
of queries handled
100%
answers cited to source
0
ungrounded responses to users
41%
fewer support tickets
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