Customer Service Chatbots
How a global SaaS company secured a high-volume support bot without sacrificing deflection rates.Challenge
The support team used an AI chatbot to resolve tier-1 requests:- Billing and subscription questions
- Account recovery and access issues
- Product troubleshooting
Solution
KoreShield scanned incoming messages and applied policy enforcement before any model call. Risky requests were routed to human agents.Threat Model
The team focused on common public-channel risks:Jailbreaks
Requests for internal policies or system prompts
Impersonation
Account reset attempts without verification
Prompt Injection
Malicious content in attachments or chat history
Data Disclosure
Requests to disclose private customer data
Operational Controls
Routing and Escalation
- Tiered Workflows
- Verification Gates
- Human Review
Low-risk intents stayed with the bot for faster resolution
Quality and Safety Loop
Weekly reviews of blocked requests helped adjust sensitivity and reduce false positives. The team also maintained a small allowlist of brand-safe phrases for common billing questions.Best Practice: Regular review cycles help balance security with user experience. Start conservative and tune based on real-world data.
Results
Reduced Incidents
Eliminated prompt-injection incidents in public channels
Better Handoffs
Improved agent handoff accuracy for sensitive issues
High Deflection
Maintained deflection rates without compromising safety
Implementation Tips
Start with High Sensitivity
Start with High Sensitivity
Begin with stricter policies and relax based on false positive analysis. It’s easier to loosen controls than recover from a security incident.
Monitor Handoff Rates
Monitor Handoff Rates
Track the percentage of conversations escalated to humans. Sudden spikes may indicate policy issues or new attack patterns.
Create Feedback Loops
Create Feedback Loops
Have human agents flag incorrect bot responses to improve both the model and security policies over time.
Related Documentation
Security
Threat detection features
Rate Limiting
Configure usage limits
Monitoring
Set up alerts