Alex, a senior support engineer at a software company serving financial institutions worldwide, is known for his technical depth and his commitment to helping customers succeed. One of his quarterly goals is to convert real support interactions into published knowledge articles on the company’s Salesforce knowledge base — a critical asset for both customers and internal teams.
To produce high-quality articles efficiently, Alex and his team use a mix of Salesforce Einstein GPT, ChatGPT, past case logs, and their own experience. These AI tools help them summarize complex interactions and quickly generate drafts that would normally take hours to write.
After resolving a particularly intense case with a frustrated banking customer, Alex begins drafting the associated knowledge article. To save time, he pastes sections of the original case transcript into the draft before refining it with AI tools. In the rush of the moment, he doesn’t notice that the transcript contains sensitive PII belonging to several EU citizens — along with some heated language from the customer. Without realizing it, Alex is about to publish content that could trigger a GDPR incident and expose customer information to a broad audience.
Fortunately, the company recently deployed Bonfy Adaptive Content Security to ensure that any knowledge article published externally or internally is free of sensitive data. Bonfy evaluates content and context to prevent accidental data exposure and protect both the organization and the people doing the work.
As Alex publishes the draft to Salesforce, Bonfy automatically analyzes the article in real time. Within seconds, it detects EU-specific PII, identifies content tied to specific customers, and flags the presence of toxic language that shouldn’t appear in a knowledge base. Bonfy pauses the publication and sends Alex a helpful, actionable notification explaining the issues — allowing him to revise the article before anything becomes visible to customers.
Relieved, Alex updates the article, scrubs the sensitive information, and publishes a clean, professional version.
Thanks to Bonfy, Alex can confidently use AI tools and real case logs without worrying about overlooking sensitive details. His team delivers knowledge articles faster, with higher quality, and with the assurance that confidential customer information is always protected.
