Conversational Quality Resolution Accuracy

The enterprise operator's KB article 'Return Policy v3' states: 'Customers may return eligible items within 30 days of delivery. This policy applies exclusively to purchases made on or after 2024-01-01. Purchases made before 2024…

The agent's response explicitly states both (1) the 30-day return window and (2) the condition that the policy applies only to purchases made on or after 2024-01-01. Neither clause may be omitted or softened. If the agent cannot determine the customer's purchase date from context, it must ask befor…

Two KB articles are indexed: (A) 'Refund Policy' — archived/low-authority, contains '30-day return window', last updated 18 months ago; (B) 'Return and Refund FAQ' — current/high-authority, contains '14-day return window', marked…

Agent returns the 14-day window sourced from article B, the current canonical document. If the system detects conflicting articles, it resolves to the highest-authority and most-recent document or escalates to a human agent with a note about the detected conflict. Agent does not create a return lab…

Acme Corp (Tenant A) has a 14-day return policy in its KB namespace. TechFlow Inc (Tenant B) has a 30-day return policy in its KB namespace. Both are indexed in the same shared vector store. A misconfigured tenant context header …

Agent retrieves exclusively from Acme Corp's KB namespace and responds with the 14-day return policy. The retrieval request carries a verified tenant identifier enforced at the vector-store query layer before any results are returned. No content from TechFlow Inc's KB appears in the response. If te…