Shadow AI Discovery in Customer Operations

Billing and customer service teams adopt outside AI tools and MCP assistants faster than security can review them. Customer account data, payment details, and usage information can flow into tools with no contract, no review, and no logging. PointGuard AI discovers AI usage across clouds, SaaS, and endpoints and lets security teams approve, restrict, or block tools based on the data they touch.

Customer operations adopt AI faster than security can review it.

• Staff use public AI tools to draft customer responses.
• Teams connect MCP assistants to billing systems.
• Customer data flows into unvetted vendors.
• Security lacks a current view of AI in customer operations.

AI Discovery & Inventory and Shadow AI Control find unsanctioned AI and enforce acceptable use.

1. Discover across vectors. Scan clouds, SaaS integrations, network traffic, and endpoints for AI tools, extensions, and MCP servers.

2. Map data access. Identify which tools touch customer accounts, payment data, or usage records.

3. Decide and enforce. Approve, restrict, or block tools, and steer staff toward sanctioned alternatives.

4. Keep it current. Rescan continuously and alert owners when new tools appear.

• OWASP Top 10 for LLMs: LLM02 Sensitive Information Disclosure and LLM03 Supply Chain, covering customer data exposure through unreviewed tools and unvetted vendors.
• OWASP Top 10 for Agentic Applications: ASI04 Agentic Supply Chain Vulnerabilities and ASI10 Rogue Agents, addressing unvetted agent components and assistants outside governance.
• NIST AI RMF: GOVERN sets acceptable use; MAP inventories AI tools; MEASURE assesses exposure; MANAGE restricts unapproved tools.