Problem
A publicly cloud storage provider sought to reduce the manual burden on their customer support and success teams in addressing queries about security and vulnerabilities in customer deployments. Each request required tedious manual effort to provide information, including security bulletins, CVEs for installed product versions, and general account status.
Solution
By implementing a contextual AI chatbot, the company enabled customers to receive tailored responses based on their specific environment and setup, significantly reducing manual effort and response time while increasing accuracy and context of answers.
Security Challenge
Ensuring that customers can only access their own information, preventing them from querying data belonging to other customers or performing unauthorized actions.
Security Challenge
Impact
Saved hundreds of hours for the support team that previously managed these inquiries manually.
How Opsin Helped
- Secure Integration: Connected securely to ITSM systems and customer data.
- Access Control: Established proper authorization and access enforcement, ensuring customers only access their own data, preventing unauthorized access to others' information.
- Data Anonymization: Ensured regulated customer data shared with third-party model providers was anonymized for security.
- Audibility: Provided full auditing capabilities to monitor unauthorized data access through the LLM.
With Opsin’s solutions, the cloud storage provider transformed customer support efficiency, enhancing security and user experience.
