SecondNature

Second Nature’s conversational engine is a hybrid of:
• Transformers: fine-tuned BERT and T5 checkpoints for intent classification and contextual question generation.
• Retrieval-Augmented Generation (RAG): a two-stage pipeline that first retrieves relevant snippets from a customer’s own knowledge base (PDFs, call transcripts, Confluence pages) and then generates persona-appropriate responses.
• Reinforcement Learning from Human Feedback (RLHF): a lightweight reward model trained on 1.2 million sales-manager ratings to ensure feedback tone matches enterprise guidelines.