And how to fix it with hybrid search
A few months ago, one of our users filed a bug report that stuck with me. They had built a customer-support agent on top of a RAG (retrieval-augmented generation) pipeline. They encountered the following scenario: A user asked whether they could return a laptop purchased three weeks earlier. The agent retrieved a return policy document, quoted a 30-day window, and told the customer to ship it back. Perfectly confident answer. Completely wrong.
The document was real — it just happened to be from…

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