Enhancing Chatbot Security for a Global Mobile Network Operator with GenEYE
Client Overview
A leading global mobile network operator focused on enhancing customer engagement while ensuring robust security measures for its chatbot operations. With sensitive personal data at stake, protecting customer trust and confidence became a top priority.
Problem Statement
Personal Data Exposure:
Persistent risks of exposing Personally Identifiable Information (PII) and sensitive transaction data.
Prompt Injection:
Hackers could manipulate the chatbot into behaving unexpectedly, causing potential harm.
Risk of Irrelevancy:
Instances of irrelevant responses led to customer frustration and eroded trust.
Unchecked Costs:
Unoptimized calls by the LLM chatbot drove up operational costs by consuming excessive resources.
Our Solution & Its Impact
Solution Implemented
- API Tracking and Cost Management for efficient resource utilization.
- Detection of security threats, including personal data exposure, prompt injections, biases, toxicity, and malware attacks.
- 3D Latent Space Visualization for comprehensive analysis of chatbot conversations.
- Continuous performance optimization by tracking response relevancy, response quality, and concept drift.
Key Results
- Enhanced chatbot security, ensuring sensitive customer data is protected.
- Reduced chatbot resource consumption by optimizing calls and processing time.
- Improved customer satisfaction through consistent, relevant responses.
- Mitigated risks associated with prompt injections and biases.