THE PROBLEM
Why this system existed
Large operational knowledge bases need fast, scoped answers without cross-domain confusion or unsupported context.
RAG · Developer Experience · Search
Engineering Knowledge Assistant
Hybrid keyword and dense retrieval with metadata filters scoped answers to the right technology domain and business unit.
MY ROLEKnowledge retrieval, metadata filtering, source-aware response design
SCOPEA retrieval-backed assistant over engineering runbooks, architecture records, rollout planning, and incident history.
EVIDENCEProfessional experience · public-safe summary
8,000+indexed pages
41%better resolution
<90 secguidance search
OUTCOME
What changed
Improved first-contact resolution by 41% and reduced time to find operational guidance from 18 minutes to under 90 seconds.
REFERENCE ARCHITECTURE
Controls around the model
01Classify
02Route
03Retrieve
04Rerank
05Generate
06Validate
07Observe
DECISIONS
Trade-offs considered
Hybrid keyword and dense retrieval
Technology and unit metadata filters
Source-aware answers
Knowledge layer reused for policy checks
FAILURE CASE
What did not work
A single unscoped index caused cross-domain confabulation; metadata boundaries made retrieval fit the operating context.
SECURITY BOUNDARY
Public-safe by design
This case study exposes patterns, not employer architecture. It uses synthetic data, no client identifiers, no internal prompts, no proprietary datasets, and no production endpoints.