Day in the Life of a Support Engineer of Exploration Using Bonfy ACS

Alex, an experienced and passionate support engineer, works at a software company that serves financial services clients around the world. One of his quarterly goals is to write new knowledge articles based on the support team’s interactions with customers and publish them on the Salesforce platform used by the organization. 

To achieve this goal, Alex and his colleagues utilized their extensive experience, Salesforce Einstein, ChatGPT, and actual support case logs to quickly write and publish new knowledge articles.  

One day, Alex had a particularly heated discussion with an angry customer. The customer had shared several examples of where the banking platform provided by Alex’s company had failed to serve his clients in the European Union (EU), causing the business friction with its client base and putting its reputation at stake. 

Alex was able to resolve the customer’s issues and feeling satisfied with the turnout, he began to document the case to share with others. To draft the piece, he used all the tools at his disposal, including copying and pasting major parts of the customer transcript from the interaction. Unfortunately, the document contained sensitive personally identifiable information (PII) of at least 20 EU citizens and some toxic language from the heated discussion, which had escaped Alex’s notice. 

Luckily for Alex and his organization, Bonfy AI’s solution, an advanced AI-based tool designed to scan all knowledge articles for content risks before publishing them to the customer base, Bonfy ACS™, was in place. Bonfy ACS leverages the organization’s business logic and data stores to understand contextual analysis, identifying instances that deviate from what has been deemed permissible.  

As Alex prepared to publish the article, Bonfy ACS automatically scanned the content and flagged the sensitive PII and toxic language. Without Bonfy ACS, the article in its as-is state could have resulted in a major incident of PII leakage, be subject to GDPR regulations, and highlighted inappropriate language.  

Bonfy ACS stopped the publication and sent a notification to Alex and his manager, advising them to review and fix the article before republishing. Thanks to Bonfy ACS, the potential breach was averted, and the incident was recorded for future monitoring. Alex and his team were grateful for the added layer of protection that Bonfy ACS provided, ensuring that their high standards of customer communication and data security were maintained.