Vector search
C-84Similar resolved case
Damaged parcel → photo reviewed → replacement approved.
All industries Give every agent
BPOs & contact centres
Give every agent
the right context.
Bring customer records, relevant cases, and searchable knowledge into the support applications your agents use.
From a question to its sources
Put the evidence beside the answer.
Your application retrieves authorized context, assembles the sources, and presents a draft for a human agent to review.
01 / Customer contextSQL
The current case
- Order
- O-52
- Delivery
- Received
- Issue
- Damaged item
- Access
- Assigned agent
Read only the records this agent is allowed to see.
02 / Retrieve knowledge
Related, with a source
Full-text search
K-12Exact policy passage
“Request a photo of the damaged item before reviewing a replacement.”
03 / Application draft
Ready for review
“Please share a photo of the damaged item so we can review a replacement.”
Policy source
K-12The agent checks the policy and customer details before sending.
Awaiting human review
Application boundary
Authorize access → retrieve records and passages → assemble context → generate a draft with your model → human review.
OriginChainDB supplies the records and retrieval queries. Your application owns model calls, source references, workflow decisions, and the response sent to the customer.
Explore grounded retrievalAcross the service desk
Support the work between replies.
Carry context through a handoff.
Store case notes, ownership, and recorded actions as structured rows. Fetch the relevant history when a new agent takes over, with programme and customer access checked by your application.
The next agent seesWhat happened. What remains.
Find the policy behind the phrase.
Use vector search for differently worded questions and full-text retrieval for exact terms. Combine candidates in your application and retain document IDs, versions, and passage locations.
The answer includesA source the agent can inspect.
Give quality reviewers the full trail.
Record the sources shown, the draft, agent edits, and the final disposition. Query those records for review queues and recurring issues; your team defines the assessment criteria.
The reviewer comparesEvidence, response, and outcome.
Build one assistance path first
Start with the knowledge your agents trust.
Use a reviewed set of support questions to check retrieval, permissions, and source freshness before broadening the workflow.
Follow the RAG guideModel cases and source passages.
Keep stable IDs for cases, documents, and chunks. Store policy versions alongside the text so your application can show which source it used.
Define the recordsKeep retrieval in step with changes.
Write rows, vectors, and full-text entries through separate calls. Re-embed and re-index revised policies; test retries and removal of retired passages.
Set up semantic retrievalTest boundaries and missing answers.
Verify programme isolation and agent permissions. When the available sources do not support a reply, have your application request clarification or escalate.
Review access controlsBuilt around your service workflow