Solutions · AI support bots

Don't let your support bot promise something you can't deliver.

Generated support replies are the highest-risk AI surface in regulated companies. DataVibe blocks unauthorized refund language, policy exceptions, timeline promises, and PII echoing — and gives compliance an audit row on every reply.

What we catch

• Refund timelines outside operator authority.
• Money-back guarantees and policy exceptions.
• PII echo (account numbers, SSNs, internal IDs).
• Tone-deaf replies after a churn-risk or complaint trigger.
• Unauthorized discount offers from AI-generated messages.
• Legal opinions: "you should sue", "class action", "legal action".

HITL escalation

When a reply is flagged, DataVibe queues it for a human reviewer instead of sending automatically. The reviewer sees the full reply, the violations, and approves or rejects from the dashboard. Configure per-workspace SLA targets (default: 4 hours).

Integration: Intercom

// Intercom — intercept before posting a reply
import { DataVibeClient } from "@datavibe.cc/sdk";

const dv = new DataVibeClient({ apiKey: process.env.DATAVIBE_API_KEY });

intercom.on("before_reply", async (ctx) => {
  const result = await dv.intercept({
    recipient: ctx.conversation.contact.email,
    subject: "Support reply",
    body_html: ctx.draft.body,
    metadata: { conversation_id: ctx.conversation.id },
  });

  if (result.status === "BLOCKED") {
    ctx.block("Policy violation — a human agent will follow up.");
    return;
  }
  if (result.status === "QUEUED") {
    ctx.block("Escalated for human review.");
    return;
  }
  // status === "SENT" — let Intercom dispatch normally
});

Integration: Zendesk

// Zendesk — trigger before article / ticket reply
import { DataVibeClient } from "@datavibe.cc/sdk";

const dv = new DataVibeClient({ apiKey: process.env.DATAVIBE_API_KEY });

export async function beforeTicketReply(ticket: ZendeskTicket, draftBody: string) {
  const result = await dv.intercept({
    recipient: ticket.requester.email,
    subject: `Re: ${ticket.subject}`,
    body_html: draftBody,
    metadata: { ticket_id: ticket.id, source: "zendesk_agent_assist" },
  });

  if (result.status !== "QUEUED" && result.status !== "SENT") {
    throw new Error(`DataVibe blocked reply: ${result.message}`);
  }
  return result.action_id; // store for audit correlation
}

What happens when a reply is blocked

1. DataVibe receives the draft reply via POST /v1/gate/outbound.
2. The policy engine evaluates it against your bundle (e.g. support-bot-baseline) in under 5ms.
3. If a BLOCK rule fires: the call returns status: BLOCKED. Your integration prevents the dispatch and notifies the agent.
4. If a WARN rule fires: the call returns status: QUEUED. A human reviewer sees it in the approval queue with the violation highlighted.
5. The reviewer approves or rejects with one click. Approved replies are dispatched; rejected ones are logged with the reason.
6. Every decision — block, queue, approve, reject — is recorded in an immutable hash-chain for SOC2 evidence.