How does LiveChat use AI?
AI-powered technologies have been a game-changer for communication and customer service enrichment. Our LiveChat product AI updates are packed with advantages that will boost your customer experience and make you want to use our services like never before! For a more detailed overview of all the AI capabilities we offer, please visit our AI features page.
How is my data used in AI model training?
At LiveChat, we use data solely to improve the functionality and efficiency of our Services. This includes training specialized in-house AI models that perform specific tasks, such as generating tag suggestions and canned responses to enhance user interaction.
All data used remains within our secure infrastructure and is processed with the highest standards of privacy and integrity.
We do not use your data to train large language models (LLMs) for external entities or mix data from different clients.
How does LiveChat ensure GDPR compliance when using AI?
When we select an AI-authorized partner as a sub-processor with a primary focus on communication and customer service enrichment, we finalize a data processing agreement to secure the exchange of information. We authorize these partners to process your data in accordance with and only for the purpose specified in our Privacy Policy and Data Processing Addendum (DPA).
Our DPA binds these partners, and any international transfer of personal data is carried out under the terms of the DPA, using Standard Contractual Clauses (SCC) as a transfer mechanism. The details of data transfers can be found here.
What security measures are in place to protect my data?
LiveChat employs several robust security measures to protect your data. These include data encryption at rest and in transit, regular security audits, and compliance checks to ensure that all security practices meet or exceed industry standards. For comprehensive details on our technical and organizational security measures, please refer to our Security page and Exhibits A and B to our Data Processing Addendum, where you can find more information about how we protect client data.
Who owns the outcomes from the AI features?
When you use LiveChat’s AI features, you own the results — including all responses and insights generated during your interactions. We ensure that these benefits directly enhance your business. While you own your data and the immediate outputs, LiveChat retains ownership of the underlying AI technology and software. The capabilities of our AI, including any improvements, are the intellectual property of LiveChat or its licensors. You’re responsible for how you use the AI-generated outputs.
It’s important to understand that while you own the immediate outputs from our AI, this ownership does not extend to any third party intellectual property that might inadvertently be included in these outputs. Due to the generative nature of AI, outputs can occasionally contain elements that are similar to material created by or belonging to others. You are responsible for ensuring that your use of these AI-generated outputs does not infringe on third-party rights and complies with all relevant laws. This means reviewing the outputs carefully, especially if they are to be used publicly or commercially, to ensure they do not contain or mimic proprietary content without permission.
Is my data used to train LiveChat’s AI?
We do not use your data to train large language models (LLMs), and we never share or mix your data with other customers.
However, we may use your data — such as uploaded content or bot interactions — to improve the functionality and performance of our services. This includes training small, specialized in-house AI models for features like tag suggestions or canned responses.
All data used in this way remains within our secure infrastructure and is handled with the highest standards of privacy and integrity.
Is your AI chat truthful and fair?
Our AI chat aims to enhance customer interactions but can sometimes provide responses that are inaccurate or outdated. It’s important to verify the information, especially in critical situations, as AI can generate errors known as “hallucinations.” Always use AI outputs responsibly, ensuring they comply with ethical standards and privacy laws.
Who are LiveChat’s AI-authorized partners?
For the most current information on our AI-authorized partners who help enhance our operations and improve customer experiences, please visit our list of sub-processors. You can access the details on our sub-processors page.
What data is shared with the AI-authorized partners within LiveChat?
We do not share data to train the AI models of our suppliers. Queries are not utilized to train and improve the AI partners’ models. When you use certain AI features within a LiveChat product, specific data you provide is shared with authorized AI service providers to enhance customer support. The data shared intentionally includes:
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Input you provide during LiveChat onboarding
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Content of agent-written messages
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End user queries
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Chat content when an agent transfers a chat or generates a chat summary
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Agent-selected input
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System responses
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Other related metadata
Where do AI-authorized partners, like OpenAI, store data within LiveChat?
Input and other content are stored in accordance with the storage and hosting policies of each authorized AI partner. For example, OpenAI stores data on its systems in the US and around the world.
Are partners training their models with our data?
No, our partners, like OpenAI, do not use the data from LiveChat to train their models. We have proactively opted out of data training programs to prioritize our clients’ data privacy. Specifically, we’ve turned off chat history in ChatGPT and have not agreed to share data to improve the performance of OpenAI models. As a result, queries are not utilized for training and improving ChatGPT models, ensuring that our client data remains private and is used strictly to facilitate the current session.
What is the data retention policy of AI-authorized partners like OpenAI?
OpenAI employs a zero retention policy for data shared via LiveChat. This means that no data is retained after the processing necessary for the service is completed, aligning with strict data privacy and security standards.