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Customer Support AI

Draft Support Replies With AI Without Sending the Ticket to the Model

A ticket comes in at 9:12: Ada Lovelace, ada@example.com, order 88412, card ending 9047 charged twice, CHF 2,400. Your AI assistant drafts a reply in four seconds. It also sent all of that to the model provider.

Through Maskflare, the provider receives tokens in place of the name, email, and card number, and the draft the agent reviews says "Hi Ada" with the right order number, because the values are restored in the reply.

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mask path
  1. 01

    Request from your application

  2. 02

    Sensitive values masked

  3. 03

    Forwarded to the AI provider

Why the usual approach falls short

Support tickets and call transcripts are full of names, emails, and card numbers. Stripping them makes AI replies useless; restoring them after masking does not.

The Maskflare approach

Route your support assistant's model calls through the Maskflare gateway with a base-URL change. Names, emails, phone numbers, addresses, card numbers, and IBANs in the ticket or transcript are masked before the request leaves. Your own customer IDs and order numbers are matched with Exact Data Match. With response restoration on, tokens in the model's draft are swapped back for the real values, including while streaming, so the agent edits a normal reply. Card numbers can be blocked or redacted instead of masked if you never want them sent, even as tokens.

Benefits

Replies that use the customer's name

Restoration puts real names, order numbers, and emails back in the draft, so nobody has to fill in placeholders by hand.

Same customer, same token

Within a conversation the model can tell that two mentions are one person, without knowing who that person is.

Transcripts as well as tickets

Chat logs and call transcripts sent as text are masked with the same rules before summarization.

Your identifiers too

Exact Data Match masks your own customer and order numbers from keyed hashes, with no clear values sent to Maskflare.

Built on

Maskflare Detection Engine →Maskflare AI Gateway →Maskflare Exact Data Match →Maskflare SDKs & API →

Understand the underlying risks

Frequently asked questions

Will the reply still make sense to the customer?

Yes. The model writes around tokens, and the gateway replaces them with the real values before your helpdesk shows the draft. The customer never sees a token.

Does it work with our helpdesk?

If your AI feature calls OpenAI, Anthropic, or another supported provider from code you control, point it at the gateway. If the helpdesk vendor calls the model from its own servers, Maskflare can't see that traffic.

What about card numbers?

Card numbers are Luhn-validated. You can mask them, keep only the last four digits with a partial action, redact them, or block the request.

Can we summarize call recordings?

Transcripts sent as text are masked. For live voice, see the voice AI page: on realtime routes, text events are masked and audio is not.

Is the ticket text stored anywhere by Maskflare?

No. Prompts and responses are never stored. Masked values are kept encrypted for 30 days so the reply can be restored.

See it on your own data

Try Maskflare free.
Bring your hardest prompts.

28-day free trial or 10,000 requests, whichever comes first. Point one app at the gateway or enroll a few laptops,
and watch what gets masked. Or talk to us first.

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