Expectations of privacy have conversational artificial intelligence interfaces.
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In order to enable these exchanges, it is vital for conversational AI solutions to have a comprehensive security program in place to uphold customer privacy, maintain regulatory compliance, and protect the enterprise’s data. When executives select a solution for their enterprise, they must ensure the security program of a given provider truly checks these boxes rather than merely paying lip service to privacy.
The term “encryption” is tied closely with data privacy and for good reason. Encryption means information is converted to code when transmitted, then decrypted on the other end so that third parties that might intercept the information in transit would be unable to read it. Encryption is important, yes, but by itself, it does not ensure consumer privacy.
Personal data is not at its most vulnerable when in transit but rather when it is stored or displayed at one end or the other. Thus, for a conversational AI solution to truly protect a customer’s privacy, its security functionality must go beyond encryption.
First off, let’s get one fundamental principle out of the way. At no time should a conversational AI provider sell or use its clients’ data or clients’ customers’ data for marketing purposes. The only way a conversational AI provider should use the data exchanged between a company and its customers is to develop service enhancements that will benefit the clients and end users.
This is an important point to understand in an online climate where customers have become increasingly wary of comply with these sweeping privacy regulations, not to mention more specific standards such as Artificial Intelligence - Resembling Human Brain via photopin (license)