Building a RAG Pipeline From Scratch: What SmartQueue Taught Me About Retrieval

The author initially tried to enhance SmartQueue, an internal tool for handling IT support tickets, by adding a generic large language model, but quickly realized the need for more specialized knowledge. They developed a retrieval-augmented generation (RAG) pipeline to ground the AI assistant in the company's specific internal procedures and data. This approach highlights the importance of contextual, domain-specific information in AI applications, suggesting broader implications for how businesses can leverage AI to better serve their unique needs.