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Agents
Grounding means an agent answers only from a defined source of truth, such as your documents, prices and availability, not from the model's own memory.
An ungrounded model will answer confidently about your pricing, your opening hours and your policies using patterns learned from other businesses. The answers are fluent and frequently wrong, which is worse than no answer at all when the subject is money or medical advice.
Grounding retrieves the relevant passage from your own content at question time and instructs the model to answer from it. The important half is the instruction to refuse: if nothing relevant is retrieved, the correct behaviour is to say so and escalate, not to improvise.
The practical measure of grounding quality is not how often the agent answers, but how reliably it declines when it should. An agent that answers everything has not been grounded, it has been given permission to guess.
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