Fine-tuning vs RAG for a domain-specific support bot — what we learned after trying both

Research & DevelopmentAIRAGMachine Learning

Started with fine-tuning on our support tickets, results were inconsistent and expensive to iterate on. Switched to RAG over our docs and ticket history and both accuracy and iteration speed improved. Fine-tuning still made sense for tone/style, RAG for factual grounding — using both now.