AI and privacy
Before putting customer information into an AI tool
Know what data is being collected, why it is needed, which vendor receives it, how long it remains, and who can remove it.
AI tools can summarize calls, answer questions, draft messages, and move information between systems. Those conveniences may also send customer or employee information to another vendor. The business remains responsible for understanding that flow.
Start with a data inventory
List the information the system will receive: names, telephone numbers, email addresses, recordings, transcripts, account details, health information, payment information, or internal documents. Remove anything the task does not require.
Read the vendor terms for the actual plan
Consumer and business plans may treat data differently. Confirm retention, training use, subcontractors, storage location, deletion, security controls, and what happens when the subscription ends.
Tell people what is happening
Privacy notices, call disclosures, and consent steps should match the real system—not a generic policy copied from another website.
Limit access and retention
Give staff only the access they need, protect administrator accounts, define retention periods, and make deletion possible. More stored data creates more material to protect.
Keep high-risk decisions with qualified people
AI may assist with information, but legal, medical, financial, employment, safety, and other consequential decisions require appropriate professional and human review.