Stopping Data Leaks in Service Chatbots

Service chatbots handle order questions, returns, and account changes, creating a conversational channel where customer credentials, addresses, and payment data can leak. Attackers also probe chatbots to extract other customers' information. PointGuard AI applies AI-native data protection to every chatbot prompt and response, keeping customer data within approved boundaries and supporting PCI-DSS obligations.

Conversational channels expose customer data in new ways.

• Customers share card numbers and passwords in chat.
• Chatbots can reveal another customer's order details.
• Attackers probe chatbots to extract account data.
• Chat logs and third-party models retain sensitive data.

AI Data Protection and Runtime Guardrails protect customer data across service chatbots.

1. Define protected data. Use built-in detectors for PII, credentials, and payment card data, and add retailer-specific identifiers.

2. Inspect every interaction. Scan prompts and responses at sub-100 ms latency without slowing service.

3. Redact or block. Mask card numbers and credentials before they reach models or logs, and block responses that expose other customers' data.

4. Record evidence. Log detections for security, privacy, and PCI-DSS reporting.

• OWASP Top 10 for LLMs: LLM01 Prompt Injection, LLM02 Sensitive Information Disclosure, and LLM07 System Prompt Leakage, covering extraction attempts, customer data disclosure, and exposed system instructions.
• OWASP Top 10 for Agentic Applications: ASI02 Tool Misuse and Exploitation, addressing chatbot tools used to retrieve other customers' data.
• NIST AI RMF: MAP identifies customer data flows; MEASURE evaluates exposure; MANAGE applies controls; GOVERN sets data policy.