SupportGuardAI: A Domain-specific Conversational AI Framework for Hallucination-Free Enterprise Customer Support


EOI: 10.11242/viva-tech.01.09.30

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Citation

Kshitija churi, Lalita Sav,"SupportGuardAI: A Domain-specific Conversational AI Framework for Hallucination-Free Enterprise Customer Support" VIVA-IJRI Volume 1, Issue 9, Article 23, pp. 1-7, 2026. Published by MCA Department, VIVA Institute of Technology, Virar, India.

Abstract

Conversational AI systems are being used more and more in contemporary businesses to automate customer care tasks and boost response times. However, hallucinated responses—information that seems convincing but is factually inaccurate or unsupported— are frequently produced by general-purpose conversational AI models, posing significant hazards in business settings. Current customer support systems either use massive language models without adequate domain grounding orrely on strict rule-based techniques. In order to reduce hallucinations in business customer service, this article introduces SupportGuardAI, a domain-specific conversational AI platform. To guarantee accurate and dependable interactions, the suggested system incorporates enterprise knowledge bases, retrieval-based grounding, answer verification techniques, and consistency constraints. To provide reliable enterprise- level customer service, the framework places a strong emphasis on regulated response generation, descriptive analytics, and structured knowledge access.

Keywords

Conversational AI, Enterprise Customer Support, Hallucination Reduction, Domain-specific AI, Knowledge-grounded Systems

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