Introducing AI agent safeguarding for enterprise customer support

Why do you need safeguards for AI agents?

As AI agents take on more frontline tasks in customer service, the benefits of their automation also come with potential risks. Because AI agents generate responses autonomously, they can violate internal policies, regulatory guidelines, and customer expectations by delivering off-brand messages, harmful content, or sharing sensitive information.

Without a scalable way to detect and act on policy violations in real time, enterprises risk costly policy breaches that erode customer trust. Worse, they risk entrenching flawed agent logic that leads to hallucinations and undermines the performance of AI for customer service.

The enterprise challenge: Scalable oversight for AI agents

Just like you’d never deploy a human agent without some form of supervision, the same is true for AI agents. As teams try to scale AI support, they inevitably encounter a need for:

• Instant auto-detection of policy violations

• Real-time monitoring of AI-generated conversations

• Efficient workflows and dashboards for reviewing and addressing issues

• Unified audit trails to satisfy internal and regulatory stakeholders

This requires the ability to see the granular aspects of AI agent interactions. Without this visibility, AI support leaders are left in the dark about what’s happening with their AI workforce, and without the data to fix it.

Current methods like manual reviews of scattered logs across disjointed tools simply don’t scale. And with regulations and customer expectations around AI rapidly evolving, teams need a smarter, faster way to detect, investigate, and act on AI-generated policy violations.

Introducing Sendbird’s AI agent safeguards

To address these AI-related risks, Sendbird now offers AI agent safeguard with APIs and webhooks capabilities. These features let support teams automate detection and responses against violations while being able to manually review and take actions through the AI agent dashboard.

With this built-in monitoring system for AI-generated content, support leaders can ensure AI compliance, understand exactly what triggered a violation, and take immediate corrective action so the same mistake doesn’t happen twice.

How do Sendbird’s AI agent safeguards work?

Sendbird’s AI agent safeguards allow teams to shift from risk detection to corrective action in one simple workflow.

Here’s how it works:

Real-time detection in AI conversations

Sendbird’s AI agent dashboard is now integrated with a new safeguards API that continuously monitors every message generated by your AI support agent.

Each time the AI agent generates a message, it’s routed through Sendbird’s safeguards API. This evaluation layer checks the AI agent’s output against your pre-defined safeguards, which can be customized in the AI agent dashboard.

Support teams can track violations across:

• Hallucinations

• Harmful content

• Adversarial prompts

• Context injections

• Banned words and phrases

• Personally identifiable information (PII)

• Pre-defined guardrails

When a safeguard is triggered, the safeguard API immediately flags the message in the AI agent dashboard and logs the violation metadata. This metadata enables support teams to see what messages were flagged, when, why, and by whom, as well as a detailed explanation for the message flagging.

This proactive AI agent monitoring is performed with near-zero messaging latency, enabling immediate escalation while mitigating risk and maintaining compliance in real time.

Webhook alerts for real-time notifications (with payloads)

Whenever a safeguard is triggered, a webhook is automatically sent to all your configured alerting, monitoring, or compliance systems.

The webhook sends data from one system to another in real time, acting as a bridge between Sendbird’s AI agent monitoring system and your incident response infrastructure. This way, violations don’t just appear in the Sendbird AI agent dashboard—they also flow directly into connected systems.

These real-time alerts allow support teams to instantly detect, investigate, and act on violations without delay using their existing tools.

Each webhook alert also includes a payload that contains key context that enables teams to understand and respond to the issue or enables systems to trigger automated workflows.

Payloads include:

• Message ID

• User ID

• Safeguard type

• Flagged content

• Timestamp

• Conversation ID

Combined with real-time detection, this webhook layer ensures immediate visibility into violations, system-wide traceability for compliance and monitoring, as well as automated alerts for scalable responses.

Webhooks are fully configurable in the AI agent dashboard in the Workspace settings menu, complete with retry logic for failed deliveries.

Centralized dashboard review

Support teams can monitor and review all flagged conversations in the Sendbird AI agent dashboard by going to Evaluate > Flagged Messages. For each message, you’ll see:

• What content was flagged (e.g., "banned phrase used")

• Why it was flagged (linked to the safeguard rule)

• When it occurred (timestamp, user ID)

• Where it happened (channel)

• Conversation context (linked to view of full transcript)

From this one centralized control center, support teams can easily triage incidents, escalate issues, or resolve violations with full context. Each violation also includes a detailed explanation for the message flagging:

This level of observability into AI agent behavior helps with more than mitigating risk and improving efficiency. It also provides precise insights on how to optimize the performance of AI agents and update AI SOPs.

Customization of AI agent safeguards

Sendbird gives you full control to define and adjust your AI safeguards. By going to Flagged Messages > Safeguards > Settings, you can customize:

• Banned words and phrases

• PII detection settings for names, phone numbers, or account data

• Violation thresholds for different safeguard types

• Custom guardrails and filters that reflect internal policies, regulatory requirements, or brand guidelines by product, geography, and more

With full customization, teams can ensure that AI agent safeguards stay aligned with your internal policies, customer expectations, and evolving regulatory standards.

Analytics for trends, insights, and continuous improvement

Beyond enabling a scalable incident response, safeguards API support also helps teams proactively optimize their AI agent experience by tracking violation trends over time.

Using the filtering and trend analysis tools built into the AI agent dashboard, you can:

• Filter flagged messages by type, user ID, or channel

• Identify recurring violations across regions, use cases, or product lines

• Pinpoint AI agent failure patterns to optimize performance

• Prioritize updates to agent logic, training, or content

These detailed insights provide teams with exportable data to support compliance reviews and ensure AI agent behavior aligns with brand standards.

Full visibility into agent behavior also allows teams to make targeted improvements that fine-tune the accuracy and trustworthiness of AI support over time. Insights can be used to update AI agent actionbooks (SOPs) or knowledge sources, and address failures in agent logic to optimize AI agent performance.

Ready to improve your AI compliance and performance?

You can only scale AI customer care if you can trust it. With Sendbird’s AI agent safeguards API and webhooks support, customer service teams can deploy responsible AI agents at scale with confidence, knowing they can:

• Detect harmful content and sensitive data in conversations automatically

• Monitor and act on policy violations in real-time

• Investigate problems immediately with full context

• View flagged hallucinations and hallucination rates

• Ensure compliance with evolving internal policies and external regulations

Now you can connect Sendbird’s AI agent for customer service to external systems to automate actions on policy violations, customize safeguards, and monitor interactions in real time—with full visibility, context, and control.

AI agent safeguards are now available on the Sendbird AI agent platform.

👉Contact our AI sales team or your CSM to learn more.