E-commerce / SaaS

Customer Support Bot AI Architecture

Compare RAG, fine-tuning, long-context, and hybrid approaches for customer support bot at 500K queries/month.

Top approaches

#1 Best fit
RAG

Product catalogue and policies change frequently; citations reduce escalations.

#2 Runner-up
Hybrid / RAFT

Adds brand tone consistency at higher volume.

#3 Alternative
Fine-Tuning

Only if tone consistency is the top priority and docs are stable.

Cost at typical volume

Estimated at 500K queries/month

Fine-Tuning$6,533/mo
Long-Context$10,110/mo
RAG$12,867/mo
Hybrid / RAFT$16,787/mo

Key considerations

  • 1Keep a human escalation path for tier-2 issues; clearly disclose AI assistance.
  • 2CSAT scores drop when citations are missing — always surface the source article.
  • 3Update the embedding index within 1 hour of policy changes to prevent stale answers.

Frequently asked questions

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Pre-fill wizard with Customer Support Bot defaults →