What the documents look like
Livestream after-sales work differs from ordinary platform after-sales work in one practical way: refund and reshipment requests tend to arrive in a burst after a single broadcast, and they are closely tied to what the host promised on air. In a store-service and internal-training setting, staff answer and hand over cases using four document types: livestream order lists, refund applications, reshipment orders, and script templates. Retrieval therefore receives two kinds of input. One kind is an exact identifier such as an order number, a reshipment order number, or a refund application number. The other kind is a short question missing its subject and session, such as a question about a gift promised on a particular broadcast that was not shipped. Materials update daily, and the retrieval setup needs to bring the same order list and reshipment order back reliably across repeated follow-up questions.
Constraints at the retrieval step
The knowledge base search node can associate one or more knowledge bases that use the same vector model. Knowledge bases built on different vector models cannot be associated together. When checking, first confirm the vector model identifier of each knowledge base, exclude those that do not match, and record what is observed. Do not run a cross-model search to compare missed recalls.
Cited content is output as an array, and its length can be zero. When nothing is found, the output path still runs through. The minimum relevance value takes effect only during semantic retrieval or when result reranking is used. It is a filter threshold and does not perform permission or entity isolation, so it cannot be used to infer that unauthorized records were excluded. Hybrid retrieval merges multiple result paths through RRF. RRF is a fusion process and has no corresponding switch. Full-text retrieval suits numbers, order numbers, and proper nouns; semantic retrieval suits natural-language phrasing. Image retrieval requires image input and the corresponding model capability, and reranking requires a rerank model enabled in the settings. Both are optional paths.
Hypothetical paper exercise sample: one material reads, "Reshipment order BH-0417-02, linked livestream session 0417 evening, item is a 500 ml insulated cup, application date April 18, status is pending warehouse dispatch." A second material reads, "Refund application TK-0417-11, same session, item is a 500 ml insulated cup, status is refunded." The draft sentence to be judged is, "The reshipment of the insulated cup for this session is complete." The check compares the draft sentence with the status field of the reshipment order: subject, object, and period match, but the field value is pending warehouse dispatch, so the completed status stated in the draft sentence is not supported.
Configuration and implementation checks
| Configuration item | Hypothetical starting point for this exercise | Reason and comparison method |
|---|---|---|
| Associated knowledge bases | Associate only the after-sales knowledge bases whose vector model identifiers match | Confirm each knowledge base's vector model identifier first, exclude mismatches, and do not associate across models |
| Search mode | Hybrid retrieval | Order-number questions and natural-language questions coexist; compare retrieval results using semantic retrieval and full-text retrieval separately |
| Citation limit | 800 tokens | Hypothetical starting point; compare whether cited content stays complete using order lists and script templates of different lengths, then adjust |
| Minimum relevance | 0.35 | Hypothetical starting point; label relevant and irrelevant samples first, then compare whether materials are still retrieved after filtering |
| Question optimization | Enabled for multi-turn follow-up scenarios | Compare the original question with the optimized question, and check whether subject or session was altered incorrectly |
| Result reranking | Enabled when candidates are numerous | Confirm a rerank model is available and enabled in settings, and compare the rerank score with the vector score |
Three common errors
- Reading a reshipment order whose status is pending warehouse dispatch as a completed reshipment. The input is the status field of the reshipment order together with the draft sentence; comparing the two values shows that pending warehouse dispatch and complete are mutually exclusive, so the claim is recorded as unsupported.
- Treating a refund application under review as an approved refund. The input is the status field of the refund application; comparing whether an approved or refund-completed value appears, and finding only under review, the item is recorded as pending verification rather than written as a denial.
- Treating a retrieved material as an authorized basis for action. The input is the cited content array; comparing whether it contains an authorization or effective field, the retrieval result does not constitute authorization, and the handover request still needs separate confirmation under the authorization boundary.
How to verify the setup
- Input the reshipment order text and the draft sentence from the hypothetical sample, and compare the value of the reshipment order status field. If the field is pending warehouse dispatch while the draft sentence states completion, the judgment is unsupported, and the condition is met.
- Input the refund application text from the hypothetical sample and the draft sentence "this application is refunded," and compare the status field. If the field is refunded, the draft sentence is supported; if the field is under review, record it as pending verification. The two observations correspond to different conclusions.
- Input an explicit paper-based empty result [], and check whether the downstream design continues through with a citation length of zero. Do not claim that a fabricated rule search necessarily returns [].
This page addresses only livestream after-sales centralized handling, store service and internal training, and knowledge base retrieval and recall. Which materials, operations, or requests are in what authorization state during an operational handover cannot be established by retrieval or by a form. Retrieval and forms collect and return values; business verification, approval, database writes, and external synchronization require their stated downstream implementation.