How does BoldDesk AI ensure data security and privacy

At BoldDesk, data protection is a fundamental principle integrated into all aspects of our AI chatbot development. Below are responses to frequently asked questions from support teams regarding the collection, management, and protection of their data and their customers’ data.

How does BoldDesk AI manage my support content?

BoldDesk AI processes your knowledge base articles upon creation or modification, enabling it to generate customer responses based on your support documentation. We only process specific ticket content when you use features such as translation, review, or rephrasing, which only accesses the relevant input content provided.

How does BoldDesk AI manage customer conversation data?

All customer interactions with the AI, including personal information shared during these interactions, are sent directly to Azure OpenAI.

Does BoldDesk monitor interactions between our customers and the AI?

Some AI-powered features in BoldDesk may use third-party model providers to monitor customer prompts and AI-generated responses. This monitoring can be automated or involve human review to identify misuse or harmful content.

Will my support content or customer conversation data be used to improve AI models?

Your customer data, prompts, and completions:

• are NOT accessible to other customers.
• are NOT shared with OpenAI.
• are NOT used to enhance OpenAI models.
• are NOT used to train or improve the foundation models of Azure OpenAI Service.
• are NOT used to improve any third-party products or services without your consent.

Does Azure OpenAI retain my data?

No, Azure OpenAI does not retain any of your data.

Which models power BoldDesk AI?

BoldDesk AI utilizes various large language models, including Azure OpenAI’s GPT-4, known for its accuracy and reduced tendency to produce inaccurate information.

Can I control the content BoldDesk AI uses to generate answers?

Yes, you can configure BoldDesk AI to draw information from specific sources you select, such as your help center, custom knowledge base articles, or publicly available URLs containing your content. This allows you to fine-tune the AI’s responses by updating or expanding the content it references.

What happens if BoldDesk AI doesn’t have an answer?

If BoldDesk AI cannot find an answer, it will acknowledge its limitations instead of fabricating a response. BoldDesk AI will always reference the sources used from your support content.

Will BoldDesk AI always provide accurate answers?

The AI’s output is based on probability, which means it can sometimes generate inaccurate or inappropriate content, including occurrences known as hallucinations.