CalypsoAI Platform Case Study
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Customer Support & Experience
AI Security for Customer Support and Experience Systems
CalypsoAI secures customer data, enhancing trust and compliance in CRM systems.
Customer service and CRM platforms store large volumes of customer data, including PII and transaction history. Any breach or misuse of this information could lead to a loss of trust and regulatory penalties, necessitating a secure and compliant approach to AI-powered customer interactions.
The top three business cases our Customer Service and CRM customers use Generative AI to address are:
- Personalized Customer Support: AI models analyze customer interactions to provide personalized responses while ensuring data privacy.
- Customer Data Protection: AI ensures that sensitive customer information does not leave secure environments, preventing data leaks.
- Compliance Monitoring: Generative AI helps monitor compliance with data privacy regulations, ensuring customer data is handled appropriately.
Key CalypsoAI LLM Enablement and Security Feature Suites used:
- Security and Compliance: Enhances data protection and regulatory adherence, ensuring the integrity and security of customer data and sensitive information.
- Observability and Visibility: Provides transparency and insight into model use, facilitating compliance, optimizing workflows, and enhancing decision-making in CRM/CX systems.
- API Integration: Facilitates seamless integration into existing CRM/CX systems, enabling enhanced functionality, scalability, and interoperability for optimized operations.
- Cost Management and Optimization: Maximizes budget utilization and resource efficiency, enabling customer service and CRM platforms to achieve better return on investment and operational excellence in AI-driven initiatives.
The Problem
Customer service and CRM systems store sensitive customer data, such as personal information, transaction histories, and communication logs. Mishandling this data, particularly when using AI tools to assist in customer interactions, can lead to privacy violations and a loss of customer trust.
The Challenge
Maintaining the security of customer data while using AI-driven customer support tools is challenging. Without proper safeguards, sensitive information could be exposed to unauthorized systems, creating compliance risks and damaging the company’s reputation.
The Solution
CalypsoAI secures CRM and customer service interactions by scanning and blocking prompts that contain sensitive customer data before they are processed by AI models. Given all interactions are logged, CalypsoAI also ensures compliance with data privacy regulations and enables customer service organisation to foster a deeper level of trust with their customers while improving experience.
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