A Policy-Aligned Agentic RAG Framework for Risk-Aware Decision Support in Enterprise Customer Relationship Management — Ganesan (2026)

1 More Paper · Oct 9, 2026 · 1h 19m · transcript

Enterprise customer relationship management (CRM) systems function as decision-support environments where AI-generated recommendations can directly affect customer rights, refund eligibility, service level commitments, and privacy-sensitive decisions. Existing generative AI approaches for CRM, including standard retrieval-augmented generation (RAG), lack dedicated mechanisms for policy validation, risk-aware escalation, and decision auditability. This study proposes the Policy-Aligned Agentic Retrieval-Augmented Generation (PAL-CRM-RAG) framework for risk-aware intelligent decision support in…