System Design · Airbnb · Hard
We design a retrieval-augmented generation (RAG) system that ingests company policy documents and, given a support issue description, produces a step-by-step procedure for a human support agent. The system never makes autonomous account changes; it only recommends actions grounded in applicable, versioned policies. Every generated step cites the exact policy text and effective version, flags missing facts that must be confirmed before execution, and escalates to a supervisor…
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