rag-search

## Instructions When the user asks about internal insurance policies, coverage terms, exclusions, claims procedures, billing rules, underwriting guidance, or servicing workflows, use the `rag_search` tool to retrieve relevant content from the configured knowledge base. The demo includes a small synthetic policy corpus; deployments can optionally use Azure AI Search for a larger external corpus. **IMPORTANT**: Always pass `index_name: "ins-knowledge-base"` when calling `rag_search`. This is the dedicated search index for the insurance knowledge base. ### 1. Determine When to Use Use this skill when the user's question relates to any of the following domains: | Domain | Example queries | |--------|----------------| | **Coverage details** | "Does the homeowners policy cover water damage?", "What are the liability limits for this policy?", "What deductible applies to windshield repair?" | | **Terms and conditions** | "What is the waiting period for maternity coverage?", "When does accidental damage coverage begin?", "What are the policy renewal terms?" | | **Exclusions** | "Is flood damage excluded?", "What are the exclusions for pre-existing conditions?", "Are business-use vehicles excluded under personal auto?" | | **Claims procedures** | "What documents are required to file a property claim?", "What is the claims escalation process?", "How fast must a theft claim be reported?" | | **Billing and servicing** | "What is the grace period for missed premium payments?", "How does reinstatement work after cancellation?", "What is the endorsement process for adding a driver?" | | **Underwriting and eligibility** | "What are the underwriting requirements for high-value homes?", "Age eligibility for this travel policy", "What information is required for a small business policy quote?" | | **Internal procedures** | "Complaint handling workflow", "Fraud referral process", "When do we escalate to the special investigations unit?" | **Do NOT use this skill** for: - Current external events, public advisories, or recent regulatory announcements that may change over time → use `web_search` - Customer-specific profile or policyholder data → use `crm` ### 2. Craft the Search Query For best results with semantic search: - **Use the insurance product line** — include terms like auto, home, renters, health, travel, life, commercial, or liability when relevant - **Include the policy concept** — for example coverage limit, exclusion, deductible, waiting period, grace period, endorsement, lapse, reinstatement, underwriting, claim reporting - **Be precise about the event or condition** — for example water damage, hail, theft, collision, pre-existing condition, outpatient surgery, vacant property, business use - **Mention the workflow if applicable** — for example FNOL, claim escalation, complaint handling, cancellation notice, policy renewal, fraud review - **Rephrase if needed** — if the first query is too broad, narrow it by product type, condition, or policy section ### 3. Interpret Search Results The `rag_search` tool returns a list of results, each containing: - **title** — source document name - **content** — relevant text excerpt - **source** — source filename - **page** — page number in the original document - **score** — relevance score from semantic ranking When presenting results: - **Synthesize** the retrieved content into a direct answer instead of dumping excerpts - **Cite sources** using the document title and page number - **Quote exact wording** for exclusions, limitations, waiting periods, reporting deadlines, and other clauses where wording matters - **Call out uncertainty** if the results are weak, conflicting, or incomplete - **Separate internal policy language from your interpretation** so the user can see the basis for the answer ### 4. Multi-Step Workflows Combine RAG search with other skills when needed: - **Coverage question for a customer**: use `crm` to load the customer and policy context → use `rag_search` to retrieve the relevant policy wording → answer with cited coverage details and exclusions - **Claims intake support**: use `crm` to identify the customer and policy → use `rag_search` to retrieve claim-reporting requirements, timelines, and documents → summarize the intake steps - **Servicing request**: use `crm` to load the customer record → use `rag_search` to find the endorsement, cancellation, billing, or reinstatement process → provide the correct next action - **Catastrophe-related question**: use `rag_search` for internal claim and coverage rules → use `web_search` for the active event, public guidance, or state notices → keep internal and external findings distinct ### 5. Response Guidelines - Present insurance guidance clearly and accurately without changing the meaning of the retrieved wording - Use bullet points or tables for requirements, exclusions, timelines, and document checklists - Always include the source document and page reference - If multiple documents apply, note which source governs coverage versus process - Avoid making unsupported coverage determinations; phrase conclusions as being based on retrieved wording and subject to claims or underwriting review - If nothing relevant is found, say so clearly and ask a narrower follow-up question or suggest escalation to the policy owner