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The Complete Guide

What is Retrieval
Augmented
Generation?
Updated May 5, 2024

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SEND ME AS A PDF Retrieval-augmented generation (RAG) is a

generative AI framework for improving the
accuracy and reliability of large language
Table of Contents
models (LLMs), using relevant data from
01 What is retrieval-augmented generation? company sources.
02 Providing reliable responses isn't easy
Auto-generating reliable responses to user queries – based on an
03 RAG architecture organization’s private information and data – remains an elusive
04 Retrieval-augmented generation challenges goal for enterprises looking to generate value from their generative
AI apps. Sure, technologies like machine translation and
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 05 Retrieval-augmented generation use cases abstractive summarization can break down language barriers and
lead to some satisfying interactions, but, overall, generating an
06 Benefits of retrieval-augmented generation
accurate and reliable response is still a significant challenge.
07 Recommendations for implementing RAG

08 The data retrieval process

Get RAG Demo
09 Doc retrieval via semantic search

10 Real-time application data retrieval

11 RAG chatbot: A natural starting point

What is retrieval-augmented
12 Current state of retrieval-augmented
generation generation?
13 What is grounding and hallucinations in AI?
Retrieval-Augmented Generation (RAG) is a Generative AI (GenAI)
architecture that augments a Large Language Model (LLM) with
fresh, trusted data retrieved from authoritative internal knowledge
bases and enterprise systems, to generate more informed and
reliable responses.

The acronym “RAG” is attributed to the 2020 publication,

“Retrieval-Augmented Generation for Knowledge-Intensive Tasks”,
submitted by Facebook AI Research (now Meta AI). The paper
describes RAG as “a general-purpose fine-tuning recipe” because
it’s meant to connect any LLM with any internal or external
knowledge source.

As its name suggests, retrieval-augmented generation inserts a

data retrieval component into the response generation process to
enhance the relevance and reliability of the answers.

The retrieval model accesses, selects, and prioritizes the most

relevant documents and data from the appropriate sources based

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 on the user’s query, transforms it into an enriched, contextual
prompt, and invokes the LLM via its API. The LLM responds with
an accurate and coherent response to the user. This is LLM AI
learning in action.

A helpful RAG analogy is a stock trader using the combination of

publicly available historical financial information and live market
feeds.

Stock traders in a firm make investment decisions based on

analyzing financial markets, industry, and company performance.
However, to generate the most profitable trades, they access live
market feeds and internal stock recommendations provided by
their firm.

In this example, the publicly available financial data used is the

LLM, and the live data feeds and firm's internal stock
recommendations represent the internal sources accessed by the
RAG.

Providing reliable responses

isn't easy

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 Traditional text generation models, typically based on
encoder/decoder architectures, can translate languages, respond
in different styles, and answer simple questions. But because
these models rely on the statistical patterns found in their training
data, they sometimes provide incorrect or irrelevant information,
called hallucinations.

Generative AI leverages Large Language Models (LLMs) that are

trained on massive amounts of publicly available (Internet)
information. The few LLM vendors (such as Microsoft, Google,
AWS, and Meta) can't retrain their models frequently due to the
high cost and time involved. Since LLMs ingest public data as of a
certain time and date, they’re never current – and have no access
to the highly valuable, private data stored in an organization.
Therefore, large language models are also prone to LLM
hallucination issues.

Retrieval-Augmented Generation (RAG) is an emerging generative

AI technology that addresses these limitations.

A complete RAG implementation retrieves structured

data from enterprise systems and unstructured data
from company knowledge bases.

RAG transforms real-time, multi-source business data into

intelligent, context-aware, and compliant prompts to reduce AI
hallucinations and elevate the effectiveness and trust of
generative AI apps.

According to the Gartner Generative AI Hype Cycle report from

2024, "IT and data and analytics leaders looking at adopting GenAI
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 capabilities on top of private and public corporate data should
prioritize RAG investments."

03

RAG architecture
The RAG architecture diagram below illustrates the retrieval-
augmented generation framework and data flow, from the user
prompt to response:

1. The user enters a prompt, which triggers the data retrieval

model to access the company's internal sources, as
required.
2. The retrieval model queries the company’s internal
sources for structured data from enterprise systems and
for unstructured data like docs from knowledge bases.

3. The retrieval model crafts an enriched prompt – which

augments the user’s original prompt with additional
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 contextual information – and passes it on as input to the
generation model (LLM).

4. The LLM uses the augmented prompt to generate a more

accurate and relevant response, which is then provided to
the user.

The end-to-end round trip – from user prompt to

response – should take 1-2 seconds to support
conversational interfaces.

04

Retrieval-augmented
generation challenges
An organization usually stores its documentation of internal
processes, procedures, and operations in offline and online docs –
with its business data fragmented across dozens of enterprise
systems, like billing, CRM, and ERP.

Active retrieval-augmented generation integrates fresh, trusted

data retrieved from a company’s internal sources – docs stored in
document databases and data stored in enterprise systems –
directly into the generation process.

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 So, instead of relying solely on its public, static, and dated
knowledge base, the enterprise LLM actively ingests relevant data
from a company’s own sources to generate better-informed and
relevant outputs.

The RAG model essentially grounds the LLM with an organization’s

most current information and GenAI data, resulting in more
accurate, reliable, and relevant responses.

However, RAG also has its challenges:

Enterprise RAG relies on enterprise-wide data retrieval. Not

only must you maintain up-to-date and accurate information
and data, you must also have accurate metadata in place that
describes your data for the RAG framework.
The information and data stored in internal knowledge bases
and enterprise systems must be of AI data quality: accessible,
searchable, and of high quality. For example, if you have 100
million customer records – can you access and integrate all of
David Smith’s details in less than a second?
To generate smart contextual prompts, you’ll need
sophisticated prompt engineering capabilities, including chain-
of-thought prompting, to inject the relevant data into the RAG
LLM in a way that generates the most accurate responses.
To ensure your data remains private and secure, you must limit
your LLM’s access to authorized data only – per the example
above, that means only David Smith’s data and nobody else’s.

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 According to the 2024 Gartner LLM report, Lessons from
Generative AI Early Adopters, "Organizations continue to invest
significantly in GenAI, but are challenged by obstacles related to
technical implementation, costs, and talent."

Despite these challenges, RAG still represents a great leap forward

in generative AI. Its ability to leverage up-to-date internal data
addresses the limitations of traditional generative models by
improving the user experience with more personalized and reliable
exchanges of information.

RAG AI is already delivering value in several domains, including

customer service, IT service management, sales and marketing,
and legal and compliance. Still, depending on the use case, RAG vs
fine-tuning vs prompt engineering is under constant evaluation.

05

Retrieval-augmented generation
use cases
RAG AI use cases span multiple enterprise domains. Enterprises
use RAG for:

Departme
Objective Types of RAG data
nt

Customer Personalize the Order/payment history

service chatbot response to
Customer status
the customer’s
precise needs,
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 behaviors, status Contract status
and preferences, to
Network alerts
respond more
effectively. Next or related questions
Workflow for call routing
Agent script

Call history and first

contact resolution
Customer feedback history

Product documentation
Product specs
Engage with
customers via a Customer profile and
chatbot or a sales demographics
Sales and consultant to
Customer preferences and
marketing describe products
purchase history
and offer
personalized Targeted personas and
recommendations. behaviors
Campaigns

Industry standards and

state regulations
Respond to Data Personal customer data
Complianc Subject Access stored in enterprise
e Requests (DSARs) systems
from customers.
Internal approval
procedures

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 Fraudulent activities and
related data, previously
detected by the company
Identify fraudulent
Risk
customer activity. Real-time customer
transaction and activity
data

06

Benefits of retrieval-augmented
generation
For generative AI, your data is your differentiator. Once you get
started with RAG, you'll benefit from:

1. Quicker time to value, at lower cost

Training an LLM takes a long time and is very costly. By offering a

more rapid and affordable way to introduce new data to the LLM,
RAG makes generative AI accessible and reliable for customer-
facing and back-office operations.

2. Personalization of user interactions

By integrating specific customer 360 data with the extensive

general knowledge of the LLM, RAG personalizes user interactions
via chatbots and customer service agents, with next-best-action
and cross-sell and up-sell recommendations tailored for the
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 customer in real time. Retrieval-augmented generation enables AI
personalization at scale.

3. Improved user trust

RAG LLMs deliver reliable information through a combination of

data accuracy, freshness, and relevance – personalized for a
specific user. User trust protects and even elevates the reputation
of your brand.

4. Elevate user experience and reduce

customer care costs

Chatbots based on customer data elevate the user experience and

reduce customer care costs, by increasing first contact resolution
rates and decreasing the overall number of services calls.

Join 2 industry leaders as they discuss chain-of-thought

prompting

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 07

Recommendations for
implementing RAG
In its 12/2023 report, “Emerging Tech Impact Radar:
Conversational Artificial Intelligence”, Gartner estimates that
widespread enterprise adoption of RAG will take a few years
because of the complexities involved in:

Applying generative AI (GenAI) to self-service customer

support mechanisms, like chatbots
Keeping sensitive data hidden from people who aren’t
authorized to see it
Combining insight engines with knowledge bases, to run the
search retrieval function
Indexing, embedding, pre-processing, and/or graphing
enterprise data and documents
Building and integrating retrieval pipelines into applications.

All of the above are challenging for enterprises due to skill set
gaps, data sprawl, ownership issues, and technical limitations.

Also, as vendors start offering tools and workflows for data

onboarding, knowledge base activation, and components for RAG
application design (including conversational AI chatbots),
enterprises will more actively be involved with grounding data for
content consumption.

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 In the Gartner RAG report of 1/2024, “Quick Answer: How to
Supplement Large Language Models with Internal Data”, Gartner
generative AI analysts advise enterprises preparing for RAG to:

1. Select a pilot use case, in which business value can

be clearly measured.
2. Classify your use case data, as structured, semi-
structured, or unstructured, to decide on the best ways
of handling the data and mitigating risk.
3. Assemble all the metadata you can, because it
provides the context for your RAG deployment and the
basis for selecting your enabling technologies.

In its 1/2024 article, “Architects: Jump into Generative AI”,

Forrester claims that for RAG-focused architectures, gates,
pipelines, and service layers work best. So, if you’re thinking about
implementing generative AI apps, make sure they:

Feature intent and governance gates on both ends

Flow through pipelines that can engineer and govern prompts
Deal with grounding AI through RAG

08

The data retrieval process

The RAG lifecycle – from data sourcing to the final output – is
based on a Large Language Model or LLM.

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 An LLM is a foundational Machine Learning (ML) model that
employs deep learning algorithms used in natural language
processing. It’s trained on massive amounts of open source text
data to learn complex language patterns and relationships, and
perform related tasks, such as text generation, summarization,
translation, and, of course, the answering of questions.

These models are pre-trained on large and diverse datasets to

learn the intricacies of language processing, and can be fine-tuned
for specific applications or tasks. The term “large” is even a bit of
an understatement because these models can contain billions of
data points. For example, ChatGPT4 is reported to have over a
trillion.

RAGs execute retrieval and generative models in 5 key steps:

1. Sourcing

The starting point of any RAG system is data sourcing, from

internal text documents and enterprise systems. The source data
is queried (if structured) and searched (if unstructured) by the
retrieval model to identify and collect relevant information. To
ensure accurate, diverse, and trusted data sourcing, you must
maintain accurate and up-to-date metadata, as well as manage
and minimize data redundancy.

2. Preparing enterprise data for retrieval

Enterprises must organize their multi-source data and metadata

so that RAG can access it in real time. For example, your customer
data, which includes master data (the customer's unique

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 identifying attributes), transactional data (e.g., service requests,
purchases, payments, and invoices), and interaction data (emails,
chats, phone call transcripts), must be integrated, unified, and
organized for real-time information retrieval.

Depending on the use case, you may need to arrange your data by
other business entities, such as employees, products, suppliers, or
anything else that’s relevant for your use case.

3. Preparing documents for retrieval

Unstructured data, such as textual documents, must be divided

into smaller, manageable pieces of related information, a process
called "chunking". Effective chunking can improve retrieval
performance and accuracy. For example, a document may be a
chunk on its own, but it could also be chunked down further into
sections, paragraphs, sentences, or even words. Chunking also
makes the retriever less costly, by only including the relevant part
of a document in the LLM prompt, instead of the whole document.

Next, the textual chunks must be transformed into vectors so they

can be stored in a vector database, to enable efficient semantic
search. This process is called “embedding” and is achieved by
applying an LLM-based embedding model. The embeddings are
linked back to the source, enabling the creation of more accurate
and meaningful responses.

4. Protecting the data

The RAG framework must employ role-based access controls to

prevent users from gaining answers to questions beyond their

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 assigned role. For example, a customer service rep serving a
specific customer segment might be prevented from accessing
data about customers not in their segment; similarly, a marketing
analyst might not be given access to certain confidential financial
data.

Further, any sensitive data retrieved by RAG, such as Personal

Identifiable Information (PII), must never be accessible to
unauthorized users – such as credit card information by
salespeople, or Social Security Numbers by service agents. The
RAG solution must employ dynamic data masking to protect the
data in compliance with data privacy regulations.

5. Engineering the prompt from enterprise

data

After enterprise application data is retrieved, the retrieval-

augmented generation process generates an enriched prompt by
building a “story” out of the retrieved 360-degree data. There needs
to be an ongoing tuning process for prompt engineering, ideally
aided by Machine Learning (ML) models, and leveraging advanced
chain-of-thought prompting techniques.

For example, we can ask the LLM to reflect on the data it already
has and let us know what additional data is required, or why the
user terminated the conversation, etc.

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 09

Doc retrieval via semantic search

When RAG injects unstructured data – like articles, manuals, and
other docs – into your LLM from your knowledge bases, it often
uses semantic search. Semantic search is a search technique
embedded in vector databases that attempts to comprehend the
meaning of the words used in a search query and web content. In
terms of RAG, this is relevant for docs only.

Traditional search is focused on keywords. For example, a basic

query about alligator species native to Florida might scan the
search database using the keywords “alligator” and “Florida” and
locate data that contains both. But the system might not REALLY
understand the meaning of “alligators native to Florida” and
retrieve too much, too little, or even faulty information. That same
search might also miss information by taking the keywords too
literally: For example, alligators in the Everglades might be
overlooked, even though they’re in Florida, because the keyword
“Everglades” was missing.

Semantic search goes beyond keyword search by

understanding the intent of questions and answering
them accordingly. It’s fundamental to doc retrieval.

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 Today’s enterprises store vast amounts of information – like
customer service guides, FAQs, HR documents, manuals, and
research reports – across a wide variety of databases. However,
keyword-based retrieval is challenging at scale, and may reduce
the quality of the generated responses.

Traditional keyword search solutions in RAG produce limited

results for knowledge-intensive tasks. Developers must also deal
with word embedding, data subsetting, and other complexities as
they prepare their data. In contrast, semantic search automates
the process by generating semantically relevant passages, and
information ordered by relevance, to maximize the quality of the
RAG response.

10

Real-time application data

retrieval
The need for RAG to access enterprise application data is
especially critical in customer-facing use cases, where
personalized, accurate responses are required in real time.

Sample use cases include a customer care agent answering a

service call, or a conversational AI bot providing self-service
technical support to authenticated users on a company portal. The
data needed for these scenarios is typically found in enterprise
systems, like CRM, billing, and ticketing systems.

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 A real-time 360° view of the relevant business entity is required, be
they customers, employees, suppliers, products, loans, etc. To
achieve this, you need to organize your enterprise data by
whichever business entities are relevant for your use case.

But the process of locating, accessing, integrating and unifying

enterprise data in real time – and then using it to ground your LLM
– is extremely complex, because:

1. Fragmented enterprise data is spread across many different

applications, with different databases, structures, and formats.
2. Real-time data retrieval for 1 entity (e.g., a single customer)
typically requires high-complexity and high-cost data
management.
3. High-scale and low-latency requirements add further
complexity.
4. Clean, complete, and current data must be delivered every
time.
5. Privacy and security concerns dictate that your RAG LLM
must only be able to access the data the user is authorized to
see.

Finally, to give your LLM tools visibility into all your cross-system
data, an AI database schema generator should be part of any
enterprise RAG solution.

11

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 RAG chatbot: A natural starting
point
When customers need a quick answer to a question, a RAG
chatbot can be extremely helpful. The problem is that most bots
are trained on a limited number of intents (or question/answer
combinations) and they lack context, in the sense that they give
the same answer to different users. Therefore, their responses are
often ineffective – making their usefulness questionable.

RAG tools can make conventional bots a lot smarter by

empowering the LLM to provide answers to questions that aren’t
on the intent list – and that are contextual to the user.

For example, an airline chatbot responding to a platinum frequent

flyer asking about an upgrade on a particular flight based on
accumulated miles won’t be very helpful if it winds up answering,
“Please contact frequent flyer support." After all, the whole point of
generative AI is to avoid a human in the loop.

But once RAG augments the airline’s LLM with that particular
user’s dataset, a much more contextual response could be
generated, such as, “Francis, you have 929,100 miles at your
disposal. For Flight EG17 from New York to Madrid, departing at 7
pm on November 5, 2024, you could upgrade to business class for
30,000 miles, or to first class for 90,000 miles. How would you like
to proceed?”

What a difference!

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 The Q&A nature of chat interactions make the RAG
chatbot an ideal pilot use case because
understanding the context of a question – and of the
user – leads to a more accurate, relevant, and
satisfying response.

In fact, chatbots that are used by service and sales agents are the
natural entry point for RAG-based generative AI apps.

12

Current state of retrieval-

augmented generation
Many companies are piloting RAG chatbots on internal users like
customer service agents because they’re hesitant to use them in
production, primarily due to issues surrounding generative AI
hallucinations, privacy, and security. As they become more reliable,
this trend will change.

In fact, new RAG generative AI use cases are emerging all over the
place, for example:

A stock A hospital A telco A car owner

investor patient subscriber requesting a
wishing to wanting to choosing a 3-year
see the compare the new Internet- insurance
commissions drugs he TV-phone claim history
she was received to plan since his to reduce her
charged over

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 the last the payments is about to annual
quarter he made terminate premium

Today, RAG is mainly used to provide accurate, contextual, and

timely answers to questions – via chatbots, email, texting, and
other RAG conversational AI applications. In the future, RAG AI
might be used to suggest appropriate actions to contextual
information and user prompts.

For example, if today RAG GenAI is used to inform army veterans

about reimbursement policies for higher education, in the future it
might list nearby colleges, and even recommend programs based
on the applicant’s previous experience and military training. It may
even be able to generate the reimbursement request itself.

13

What is grounding and

hallucinations in AI?
When all’s said and done, it’s difficult to deliver strategic value from
generative AI today because your LLMs lack business context,
cost too much to retrain, and hallucinate too frequently. What's
needed is a strong dose of LLM grounding.

K2view GenAI Data Fusion is a patented solution that provides a

complete retrieval-augmented generation solution, grounding your
generative AI apps with real-time, multi-source enterprise data.

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 With GenAI Data Fusion, your data is:

1. Ready for generative AI

2. Deliverable in real-time and at massive scale
3. Complete and up-to-date
4. Governed, secured, and trusted

K2view GenAI Data Fusion grounds LLMs with enterprise data

The diagram illustrates how K2view Data Product Platform and

Micro-Database™ technology enable GenAI Data Fusion to access
structured data:

1. The user enters a prompt, which triggers GenAI Data Fusion to

access the company's internal data sources.
2. Micro-Database technology kicks in to perform queries on the
relevant business entity only (e.g., a specific customer).
3. The original prompt is augmented with the new data,
metadata, and context to create smart contextual prompts
that are injected into the LLM.
4.
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 The LLM uses the augmented prompt to generate a more
accurate and relevant response, which is then provided to the
user.

The Micro-Database: Fueling RAG AI with

enterprise data

K2view GenAI Data Fusion is built on a Micro-Database foundation

that organizes your fragmented, multi-source enterprise
application data into 360° views of your business entities
(customers, products, loans, work orders, etc.), making them
accessible to your RAG AI apps in real time.

Each 360° view is stored in its own Micro-Database, secured by a

unique encryption key, compressed by up to 90%, and optimized
for low footprint and low-latency RAG access.

K2view manages the data for each business entity in

its own, high-performance, always-fresh Micro-
Database – ever-ready for real-time access by RAG
workflows.

Designed to continually sync with underlying sources, the Micro-

Database can be modeled to capture any business entity – and
comes with built-in data access controls and dynamic data
masking capabilities.

Micro-Database technology features:

Real-time data access, for any entity

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 360° views of any business entity
Fresh data all the time, in sync with underlying systems
Dynamic data masking, to protect sensitive AI data
Role-based access controls, to safeguard data privacy
Reduced TCO, via a small footprint and the use of commodity
hardware

An entity’s data can be queried by, and injected into, the RAG LLM
as a contextual prompt in milliseconds. Entity-based RAG
essentially assures AI data readiness.

GenAI Data Fusion can:

1. Feed real-time data about a particular customer or any other

business entity.
2. Dynamically mask PII (Personally Identifiable Information) or
other sensitive data.
3. Be reused for handling data service access requests, or for
suggesting cross-sell recommendations.
4. Access enterprise systems via API, CDC, messaging,
streaming – in any combination – to unify data from multiple
source systems.

It powers your RAG AI apps to respond with accurate

recommendations, information, and content – and without RAG
hallucination issues – for many use cases, such as:

Accelerating Creating Generating Detecting

issue hyper- personalized fraud by
resolution personalized cross-/up-sell identifying
recommendat suspicious

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 marketing ions for call activity
campaigns center agents in a user
account

Learn more about the K2view GenAI Data Fusion

RAG tool.

Retrieval-Augmented
Generation FAQs

1. What is Retrieval-Augmented
Generation (RAG)?

2. What’s the relationship between

Generative AI, LLMs, and RAG?

3. What types of information and data

does RAG make use of?

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 4. Can RAG provide sources for the
information it retrieves?

5. How does RAG differ from traditional

generative models?

6. What is RAG's main component?

7. How does the retrieval model work?

8. What are the advantages of using

RAG?

9. What challenges are associated with

RAG?

10. When is RAG most helpful?

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