Use Case

AI Agents on Critical Systems

Adaptive lets support copilots run against production databases without standing credentials — JIT access, per-ticket scopes, full audit. You write the prompts and workflows; Adaptive provides the harness, tools, MCP registry, networking, and guardrails.

harness·h-4592

Adaptive

Access Requestapproved

requesteralice@support

resourcecustomer#8421 account

reasonrefund dispute · ticket #T-902

✓ticket-linked

✓pii masked

✓session recorded

pii: masked

session: recorded

ticket-bound

The problem

Customer support AI agents need access to production databases and internal tools to resolve tickets effectively. But giving agents standing credentials to production systems creates unacceptable risk — a compromised agent can read, modify, or exfiltrate customer data across the entire database.

92%

of support automation tools require standing database credentials that never rotate automatically

4.5M

average cost of a data breach originating from compromised support tooling credentials

67%

of organizations lack per-session scoping for AI agents accessing customer data

Traditional support automation grants broad read access to customer databases. When an AI agent is compromised or misconfigured, the blast radius is the entire customer dataset — not just the ticket being resolved.

The solution

Per-ticket scoped access with just-in-time credentials for support agents

Adaptive provides the harness, tools, MCP registry, networking, and guardrails — JIT database credentials scoped to the specific customer or ticket context. You provide the prompts and workflows. The support agent runs your resolution logic inside Exo policy envelope, with every query logged and reviewable.

Benefits

How Adaptive helps

Per-Ticket Scoping

Automatically scope database access to the specific customer or account associated with each support ticket. Agents cannot query data outside their assigned context.

Write the prompts and workflows that drive the agent. Exo enforces scoping rules that map ticket metadata to database row-level policies, so the workflow you authored only sees the relevant customer data.

JIT Database Credentials

Generate short-lived database credentials for each support session. Credentials expire automatically when the ticket is resolved or the session times out.

Configure credential TTLs and auto-revocation policies per support tier and data sensitivity level.

Query Audit Trail

Every database query executed by a support agent is logged with full context — ticket ID, customer scope, query text, and results summary.

Stream audit logs to your compliance platform for real-time monitoring and periodic review.

Sensitive Field Redaction

Automatically mask PII, payment details, and other sensitive fields in query results. Support agents see enough context to resolve tickets without exposing raw sensitive data.

Apply masking policies per data classification level — support agents get masked views while escalation tiers can request unmasked access with approval.