Building Trust Into AI Customer Service: Airgentic’s Approach to Safety, Transparency, and Reliability

Brett Matson
Jun 3
1 min read

Deploying AI customer service at scale requires more than powerful technology — it demands a foundation of trust, transparency, and thorough safeguards.

At Airgentic, we’ve designed our platform with multiple layers of protection and oversight to ensure our LLM-driven customer service operates reliably, responsibly, and securely.

Our Safeguards and Transparency Features

🔐 Jailbreak Detection: Protects against prompt injections and adversarial inputs, safeguarding the integrity of our AI.
🚫 Content Moderation: Comprehensive moderation covering hate speech, sexual content, violence, and threats to keep interactions safe and professional.
🩺 Mental Health & Safety Monitoring: Early detection of self-harm signals or mental health concerns, enabling timely escalation and appropriate support.
🛡️ Security Controls: Defends against resource exhaustion or denial-of-service attempts, ensuring platform stability and responsiveness.
👩‍💼 Human Escalation Triggers: Automatically flags sensitive issues (such as legal or payment disputes) for seamless handoff to human agents.
📊 Answer Completeness Tracking: Monitors response quality to identify fully answered, partially addressed, or incomplete interactions.
📖 Transparency & Explainability: Clearly shows sources for responses, giving users visibility into how answers are generated.
📣 User Feedback Integration: Lets users easily flag issues, making the service smarter and more aligned with expectations over time.
📈 Customer Sentiment Tracking: Analyses conversation tone to proactively manage escalations and improve experience.
📝 Audit Logging: Provides comprehensive logging of interactions for audit trails, investigations, and continuous model improvement.

Why Trust Comes First

Trust isn’t given — it’s earned. These safeguards and transparency measures reflect our commitment to responsible AI. By embedding these principles into Airgentic, we’re making sure your customers get safe, reliable, and transparent AI-powered service every time.