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Diagnostic

CX Systems Diagnostic

Find the source of customer friction across teams, systems, ownership, and handoffs.

Diagnostic

Lifecycle Risk Review

Learn which customer signals matter, who should respond, and what to improve before renewal risk becomes urgent.

Diagnostic

CRM Workflow Audit

Find where CRM workflows, data, automation, and ownership get in the way of customer work.

Free toolsBrowse all six

Free CX and AI Tools

Use six free tools to evaluate AI use cases, map handoffs, sort feedback, review CRM data, and plan service recovery.

Free tool

AI Use Case Stress Test

Identify readiness gaps, ownership questions, failure points, and the smallest useful AI test.

Free tool

CX Handoff Mapper

Map a customer journey across people, teams, and systems to find weak handoffs and missing owners.

Free tool

AI Evaluation Builder

Turn an AI task and its failure modes into a rubric, test cases, reviewer rules, and stop conditions.

Free tool

CRM Data Health Sampler

Review a CSV sample for missing values, duplicates, inconsistent formats, and fields that may not support the workflow.

Free tool

Service Recovery Planner

Turn a customer failure into a recovery plan with clear ownership, timing, communication, and follow-up.

Experience design

AI Customer Experience Design

Design AI experiences with clear roles, trustworthy context, human judgment, safe recovery, and measurable outcomes.

Customer problem

User Adoption Fatigue

Find why people verify, correct, or bypass a workflow, then fix the work before asking for more adoption.

Customer problem

Executive Misalignment

Turn competing priorities into a clear decision, accountable ownership, and a practical operating sequence.

Workflow guide

Salesforce Tracing

Follow customer work through Salesforce records, automation, ownership, handoffs, and outcomes.

Workflow guide

Cross-Functional Handoffs

Find where customer context, ownership, or urgency gets lost between teams and systems.

Workflow guide

Service Escalation Maps

Map the conditions, ownership, authority, context, and response needed before a service issue becomes a failure.

Workflow guide

AI-to-Human Routing

Design routing around clear boundaries, safe pauses, useful context, human authority, and accountable outcomes.

AI tooling

AI Copilot Design

Bring trusted context into real workflows, support better decisions, and keep people accountable for the outcome.

AI tooling

PII Scrubbing for AI Workflows

Reduce unnecessary personal data in AI workflows with clear boundaries, tested transformations, and accountable review.

AI tooling

Prompt Injection Controls

Reduce prompt injection risk with clear trust boundaries, limited permissions, enforceable policy, and adversarial testing.

Start here

Fit Check

Find out whether your customer experience, CRM, or AI initiative is ready for a useful next step.

Contact

Contact Matt Rabah

Share a customer experience, lifecycle risk, CRM workflow, or AI readiness problem and get a direct response.

AI tooling · Prompt injection controls

Limit what a manipulated prompt can reach and do.

Prompt injection can't be solved with one instruction or filter. The stronger approach limits the model's authority, separates trusted instructions from outside content, enforces policy in code, and requires approval before high-impact actions.

Visible signals

Prompt risk becomes business risk when the model has reach.

Manipulated content matters most when it can cross a trust boundary, reveal protected context, misuse a tool, or trigger action without informed approval.

01

The system prompt carries the whole policy

Sensitive rules and permissions live in instructions the model can misunderstand, expose, or ignore.

02

Outside content looks like trusted instruction

Documents, websites, messages, and tool results enter the same context as authorized directions.

03

The model can reach too much

Broad data access, shared credentials, or powerful tools extend far beyond the task.

04

Approval happens after the action

People review a summary after the workflow has already sent, changed, disclosed, or deleted something.

05

Tests look for phrases, not outcomes

A filter catches known jailbreak language but misses hidden instructions, tool misuse, or data exposure.

06

An incident can't be rebuilt

The organization lacks the source, model context, policy decision, tool calls, approval, and outcome.

Control layers

Put enforceable boundaries outside the model.

Model instructions can help, but they shouldn't carry the full security burden. Layer controls so one bad judgment can't create an unauthorized result.

01

Trust

Which sources and instructions are trusted?

Classify sources and preserve provenance so outside content doesn't inherit system authority.

02

Task

What is the model allowed to decide?

Define permitted inputs, expected outputs, prohibited behavior, refusal, and escalation.

03

Access

What is the least access this task needs?

Limit credentials, records, tools, actions, destinations, and access duration.

04

Policy

Which rules must code enforce?

Use application logic for authorization, validation, allowlists, data rules, and transaction limits.

05

Approval

Which actions need informed human approval?

Require approval before high-impact actions and show the source, action, system, and uncertainty.

06

Testing

How will controls improve as the system changes?

Test direct, indirect, encoded, multimodal, and tool-based attacks against real consequences.

Control path

Trace authority from outside content to real consequence.

Follow a real interaction from input through action. At each step, decide what the system trusts, what the model can do, and which rule runs outside it.

  1. 01

    Ingest

    Where did the content come from?

    Source, trust level, provenance, format, transformation, retrieval path, and handling rules.

  2. 02

    Interpret

    Which instructions should affect the task?

    Application intent, user authority, task boundary, outside content, conflicts, and escalation.

  3. 03

    Decide

    Is the proposed output or action allowed?

    Policy, authorization, schema, sensitive data, destination, limits, and validation.

  4. 04

    Act

    What consequence can the system create?

    Tool, permission, credential, transaction limit, human approval, reversibility, and effect.

  5. 05

    Review

    Can the team detect and learn from misuse?

    Trace, blocked attempt, approval, outcome, incident response, test result, and updated control.

Evidence

Review the whole application, not only the prompt.

The evidence includes every source of instruction, every system the model can reach, the code enforcing policy, the people approving action, and the final outcome.

01

Instruction assembly

System directions, user input, templates, memory, retrieved context, tool results, and their order.

02

Outside content

Web pages, files, messages, knowledge sources, images, metadata, and other untrusted material.

03

Tools and permissions

Functions, records, API scopes, destinations, limits, secrets, boundaries, and authorization code.

04

Outputs and downstream use

Responses, structured data, links, code, routing, system updates, and the people or services that rely on them.

05

Approval and recovery

Human checkpoints, displayed context, cancellation, rollback, escalation, and incident ownership.

06

Tests and outcomes

Attack simulations, blocked attempts, false alarms, tool calls, approvals, incidents, and customer effects.

No foolproof prompt layer

The goal is to reduce exposure, enforce authority, detect unsafe behavior, and limit impact. One prompt or filter can't remove prompt injection risk.

Common failure patterns

Controls fail when language is mistaken for authority.

The weakest designs ask the model to enforce rules that belong in identity, policy, application logic, permissions, approval, and incident response.

01

A classifier becomes the firewall

Input filtering stands alone even though unsafe influence can arrive indirectly or through ordinary-looking output.

02

Outside content is labeled but still followed

The application marks content as untrusted but gives the model the same context and permissions to act on it.

03

The model judges its own authority

Natural-language rules replace identity checks, scoped permissions, and policy enforced in code.

04

Human review becomes a confirmation click

Approvers see a summary without the source, affected records, uncertainty, or reason for review.

05

Testing stops at direct jailbreaks

Tests miss compromised documents, retrieved content, tool output, chained actions, and data theft.

06

Controls stay fixed while the workflow grows

New models, tools, sources, and permissions expand risk without a new review.

Practical outputs

Turn prompt safety into an operating control model.

The result shows how the workflow limits authority, validates important behavior, involves people, records evidence, and changes as threats evolve.

  1. 01

    Trust boundary map

    Instructions, outside content, model context, tools, data, people, systems, and unclear authority.

  2. 02

    Layered control design

    Task limits, source separation, least privilege, policy, validation, approval, and recovery.

  3. 03

    Adversarial test plan

    Scenarios tied to real consequences, including indirect injection, tool misuse, data exposure, and unsafe action chains.

  4. 04

    Monitoring and response model

    Trace requirements, thresholds, owners, containment, rollback, evidence, and control updates.

Engagement fit

Use these controls when AI can affect more than its own answer.

This work fits a defined AI use case that processes outside content and can reach sensitive data, tools, or important actions. It supports, but doesn't replace, application security, penetration testing, privacy, legal review, or incident response.

Start a fit check

Related diagnostic paths

Start with the workflow and consequence the controls must protect.