What RAG means in plain terms
Instead of relying on what the AI model learned in general, the system first searches your documents, website, price list and policies for the relevant passages, then asks the model to answer using only those. If nothing relevant is found, it should say so and offer a person.
Ongoing quality control
Most wrong answers trace back to missing or outdated information, not the AI itself. Keep one source of truth for prices and policies and update it when things change. Review a sample of conversations weekly, especially ones where customers asked for a person or seemed unhappy. Add answers for the gaps you find.
Treat your chatbot's answers as statements from your company, because customers will, and you may be held to them.