Gusto sought to enhance customer support efficiency by integrating an LLM-powered API into their Salesforce system. However, this integration created significant security concerns since customer support tickets frequently contained sensitive personally identifiable information (PII) and protected health information (PHI).
The core risk was clear: sending unfiltered support ticket data to an external LLM provider could expose customer PII and PHI, violating data privacy obligations and regulatory requirements.
Gusto adopted the Formal HTTP Connector as an intermediary between their Salesforce instance and the LLM provider’s API. The Formal Connector utilizes machine learning with an Open-Policy-Agent-powered engine to identify and dynamically mask sensitive data within customer support tickets in real-time, preventing data leakage.