Grounded
AI Support That Cites Its Sources
An accuracy-first AI support assistant for SaaS. Every answer cites its source and it says “I don’t know” instead of guessing — built for teams who can’t afford a confidently wrong bot.
The product at a glance
Grounded — designed, built & operated by Lumina
Accuracy-First AI Support Assistant
SaaS teams who can’t afford a confidently wrong bot
Automate support answers without the bot ever guessing or inventing an answer
Support teams want to automate answers, but most AI support bots have a trust problem.
Most AI support bots hallucinate — answering confidently even when they’re wrong.
There’s no way to see where an answer came from, so no one trusts it.
Chasing a high “resolution rate” pushes bots to guess instead of admitting uncertainty.
An assistant that only answers from real docs, shows its sources, and says “I don’t know” when it should.
We designed and built an accuracy-first AI support assistant that answers from a team’s own documentation, cites the exact source for every answer, and refuses to guess when the answer isn’t there. It’s a product we design, build, and operate end-to-end.
What it runs on
How it’s built
Three interlocking layers make it reliable: a retrieval layer that finds relevant passages, a generation layer that stays inside those passages, and a refusal layer that fires when there’s nothing good to say.
Ingestion & Retrieval
Docs are chunked and embedded into pgvector. Hybrid semantic + keyword search finds the right passages for each query.
Grounded Generation
Answers are written only from retrieved passages, each tied back to the exact source section it came from.
Refusal & Confidence
When retrieval comes up short, the assistant says “I don’t know” instead of guessing — by design, not by accident.
The delivered product
A working support assistant that answers from a team’s own docs and links every answer to the exact source
Honest behaviour by design: it says “I don’t know” and refuses to guess when the answer isn’t in the docs
Want something like this for your product?
You’d work directly with the senior engineer who designed, built, and runs Grounded — no juniors, no agency overhead. Let’s scope your AI support assistant or RAG system.
Also see: GrowthForge — AI Writing Assistant