Grounded Support Assistant Prompt Design

Scenario

You are building a support assistant for an internal operations team that answers questions about policies, workflows, and product procedures using only internal documentation. The assistant will serve a few hundred support agents and handle roughly 8,000 questions per day across a corpus of policy docs, SOPs, and knowledge-base articles. Existing keyword search is slow and often returns outdated pages, so the team wants a grounded assistant that can answer directly and cite sources. Trust matters more than coverage: unsupported answers are worse than refusals.

Constraints

• p95 latency must stay under 2,000ms end-to-end
• Cost ceiling is $6,000/month at projected volume
• Hallucination rate must be below 2% on a labeled evaluation set
• The assistant must answer only from retrieved internal documents and cite sources
• It must resist prompt injection in both user messages and retrieved documents

Available Resources

• ~40,000 internal documents with metadata such as owner, last-updated date, and access scope
• An approved LLM API, embedding model, and managed vector database
• Search logs and a backlog of historical support tickets
• Capacity for ~300 human-labeled evaluation questions and monthly refreshes

Question

How would you design the prompt and surrounding retrieval flow so the assistant answers only from internal documents, refuses when evidence is missing, and remains reliable under latency, cost, and safety constraints? Explain how you would evaluate the system before launch and monitor it in production.