Privacy, Security, Accuracy: How AI Chatbots Solve Your Deepest Data Concerns

ChatGPT is an amazing tool: millions of people use it for everything from writing essays and researching vacations to preparing workout routines and even building apps. The potential of generative AI seems endless.

But when it comes to using generative AI for customer service, which means sharing your customers' data, queries, and conversations, how much can you really trust the AI? Generative AI chatbots are powered by large language models (LLMs) trained on a large number of datasets mined from the internet. While the possibilities of having access to so much data are revolutionary, they raise a host of regulatory, transparency and privacy concerns.

Since we launched Fin, our AI-powered robot, we have seen unprecedented excitement about the potential of AI in customer service. But we also encountered many questions, many of which fall under two general themes:

The security and privacy of information customers provide to the AI ​​chatbot. The accuracy and reliability of the information the AI ​​chatbot provides to customers.

Here we'll cover the most important things to understand about how AI chatbots affect data security and privacy across industries, and how we're addressing these issues as they relate to Fin.

Data Security and Privacy

No business can afford to take risks with customer data. Trust is the foundation of any business-customer relationship, and customers need to be confident that their information is handled with care and protected to the highest degree. Generative AI offers endless opportunities, but it also raises important questions about the security of customer data. As always, technology is moving faster than guidelines and best practices, and global regulators are scrambling to keep up.

EU and GDPR

Take the example of the EU. The General Data Protection Regulation (GDPR) is one of the strictest regulatory forces in the world when it comes to personal data. Now that generative AI is a game-changer, where does it fit in under the GDPR? According to a study on the impact of the GDPR on AI carried out by the European Parliament Service, there is a certain tension between the GDPR and tools like ChatGPT, which process massive amounts of data for purposes not explicitly explained to people. who originally provided this data. .

That said, the report reveals that there are ways to apply and develop existing principles so that they are consistent with the growing use of AI and Big Data. To fully achieve this consistency, AI law is currently under debate within the EU, and a set of strict regulations, applying to deployments of AI systems both indoors and abroad. outside the EU, is expected at the end of 2023 – more than a year later. ChatGPT was released in November 2022.

"As regulation catches up with rapid advances in generative AI, it is incumbent on AI chatbot providers to ensure that they maintain data security as their top priority"

Meanwhile, in the United States

The United States is still in the early stages of AI regulation and legislation, but discussions are ongoing and seven of the largest tech companies have committed to voluntary agreements in areas such as information sharing, testing and transparency. One example is the commitment to add a watermark to AI-generated content – ​​a simple step, but important for context and user understanding.

While these milestones mark some progress, for industries like healthcare, the unknowns can be a barrier to AI adoption. An article in the Journal of the American Medical Association suggests that the technology can still be used as long as the user avoids entering protected health information (PHI). In an additional move, vendors like OpenAI are developing business partner agreements that would enable customers affected by these use cases to comply with regulations such as HIPAA and