[hakimk]

We have a number of safeguards:

1) Our customers can decide which categories of end-user questions should be auto-escalated

2) We ensure that if a question cannot be answered based directly on knowledgebase content, we either escalate or try to ask followups to drill deeper

3) We offer an API which our customers can directly integrate with their own systems. For protection, we either limit the set of allowed actions, or if the customer prefers, they can handle the safeguarding code internally with advice from us.

Lastly I would say the usage of LLMs is young in the support space and things will only improve from here!