What the documents look like
Complaint and regulatory reply work is directed at a platform or a regulator, and it depends on formal evidence and rectification text. This differs from after-sales repair or reshipment handling. The main data comes from the 12315 platform, platform complaint centers, customer service chats, and order systems. The daily documents are complaint tickets, regulatory inquiry letters, order evidence, and rectification reports. Records update irregularly, case by case. This page does not infer batch synchronization or automatic triggers from that update pattern.
For citation tracing, each fact in an answer must be traceable to a specific material. A complaint ticket may record an order number, a product name, a delivery date, and a customer service reply. A regulatory inquiry letter may ask the business to explain a fulfillment step and to provide supporting order evidence. A rectification report states what the business will change and by when. These documents carry different roles and different stages, and a citation must point to the document that actually supports the sentence being drafted.
Constraints at the citation tracing step
The knowledge base search node can associate one or more knowledge bases that share the same vector model. The output is an array of cited content, and its length can be zero. When no content is found, the output path still runs. An empty array means this retrieval returned no citations; it does not mean the workflow errored or stopped.
The retrieval output then goes to the answering step. The answer must be checked line by line against the cited original text. A thinking process or a fluent answer does not replace source evidence. Semantic retrieval and minimum relevance affect recall ordering only. They do not perform permission or entity isolation. Knowledge bases with different vector models cannot be associated together. The identifiers should be checked first, and non-matching bases excluded.
Hypothetical drill sample: the source material reads, "Ticket number H-001. The complainant placed an order on 1 March 2025, order number A-100, product is a vacuum flask, signed for on 5 March. Customer service replied on 6 March that a replacement lid could be sent. The reshipment order has not yet been generated." The draft sentence is, "The order has reshipped the lid, and the complaint has been fully handled." To decide: whether "has reshipped" in the draft and "the reshipment order has not yet been generated" in the material are mutually exclusive values for the same subject, the same period, and the same field.
Configuration and implementation checks
| Configuration item | Hypothetical starting point for this drill | Reason and comparison method |
|---|---|---|
| Associated knowledge bases | Select only complaint ticket bases sharing one vector model | Different vector models cannot be associated together; check identifiers first and exclude non-matching bases |
| Search mode | Hybrid retrieval | Ticket numbers and natural-language questions both appear; compare recall coverage against semantic retrieval alone |
| Citation cap | Hypothetical starting point of 3000 tokens for this drill | Compare against the displayed value and observe citation count and truncation |
| Minimum relevance | Hypothetical starting point of 0.3 for this drill | Compare against 0.5 and observe whether unrelated fragments decrease |
| Result reranking | Enabled per settings | A rerank model must be available; compare ordering against the disabled state |
| Question optimization | Enabled for multi-turn follow-ups | Compare the completed question and elapsed time against the disabled state |
These are implementation checks and hypothetical starting values for this drill. They are not official defaults. The citation cap uses the documented token unit. The minimum relevance value applies only under semantic retrieval or when result reranking is used. It is a filter threshold, not a final ordering rule. RRF is a merge process for combining multiple retrieval paths; it is not a toggle. The thinking budget belongs to the thinking configuration and is not a citation token cap.
Three common errors
- Treating retrieval output as a direct factual source. Input: the citation array. Compare: the draft sentence against the cited original text. Observable result: if the draft sentence does not correspond item by item to the original text, it is unsupported.
- Treating an empty citation array as a retrieval failure. Input: a paper output of []. Compare: the downstream node design. Observable result: whether the downstream path continues on the empty array. Do not claim that a fictional-rule retrieval necessarily returns [].
- Treating a pending-review status as approved. Input: the ticket status field. Compare: the values "pending review" and "approved." Observable result: whether the two are mixed. Pending review does not show that operation permission is absent.
How to verify the setup
- Input the three source sentences and the draft sentence from the hypothetical sample above. Compare "the reshipment order has not yet been generated" against "has reshipped" for the same subject, the same period, and the same field. If they are mutually exclusive values, the draft sentence is unsupported, and the evidence gap remains.
- Input the list of knowledge base identifiers that share one vector model. Compare whether the vector model identifier is consistent across the bases. Exclude non-matching bases and record the actual observation. Do not run cross-model retrieval to compare missed recall.
- Input a paper citation array of []. Compare whether the downstream answering node continues on the empty array. Observe whether the path runs. Do not claim that a fictional-rule retrieval necessarily returns [].
The primary task here is copy drafting for after-sales answers. Verification inspects the specific proposed sentence against the supplied source wording and its limits. It does not drift into identity certification, report analysis, or another task. Where the material does not state a fact, or gives only a related stage, the result is unsupported or pending verification, not a negation or a conflict. Retrieval is not authorization. Forms collect values; business verification, approval, database writes, and external synchronization require their own stated downstream implementation. Any document field not provided remains unknown.