Case 06 · Medical Device Support RAG · Tier-1 Response -40% · Tier-3 Escalation -68% · CSAT +12%¶

TL;DR: Medical Device Support RAG · Tier-1 Response -40% · Tier-3 Escalation -68% · CSAT +12%. Direction: RAG Knowledge Base. Scale: medical device manufacturer support center. Hard KPI: tier-1 ticket response -40%, tier-3 expert escalation -68%, CSAT +12%. Tech: bge-large + BGE-reranker, versioned product docs, feedback-loop retraining. My role: RAG architecture, embedding fine-tuning, doc versioning strategy. Client name anonymized under NDA.

• Direction: RAG Knowledge Base
• Industry: medical-devices
• Scale: medical device manufacturer support center
• Hard KPI: tier-1 ticket response -40%, tier-3 expert escalation -68%, CSAT +12%

Problem¶

Tier-1 support responds slowly, tier-3 experts are flooded with common questions, customers pile up complaints, and product docs have many versions scattered.

Solution¶

bge-large + BGE-reranker, product manuals + historical tickets + post-market feedback tri-source RAG, frontline console + customer self-service dual entry.

Tech Stack¶

bge-large + BGE-reranker, versioned product docs, feedback-loop retraining

Result (Hard KPIs)¶

tier-1 ticket response -40%, tier-3 expert escalation -68%, CSAT +12%

My Role¶

RAG architecture, embedding fine-tuning, doc versioning strategy

Related¶

• Full 20-case portfolio · Direction · RAG Knowledge Base
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Client name anonymized · KPIs verified · Real client name disclosable under NDA.