5 min read AI and automation in customer support have several benefits for a fast-scaling company. From bringing efficiency into the processes to streamlining operations and enhancing customer experiences, we’re seeing companies embrace AI more proactively.
However, for AI and automation to work, customer support solutions have to handle large volumes of customer data. That’s exactly why businesses must ensure they comply with data protection regulations like the General Data Protection Regulation (GDPR).
In this post, we’re going to share how businesses can navigate GDPR compliance when using AI solutions for customer support.
Table of Contents
What is GDPR?
GDPR is an EU regulation that came into effect in 2018. It is designed to protect the privacy and personal data of EU citizens and is applicable to all businesses that access the information irrespective of where they are located. Some of the key principles of GDPR compliance include:
- Data minimization – Collect only the data necessary for the stated and intended purpose
- Purpose limitation – Use data solely for the purpose stated explicitly at the time of collection
- Transparency and consent – Inform your audience about how their data will be used and obtain consent
- Data security – Implement measures to protect data against unauthorized access, loss or destruction
- Data subject rights – Give your audience the right to access, rectify/ modify, or delete their data
GDPR and customer support are tied together because compliance governs how personal data must be handled, and customer support often involves processing large volumes of personal data to address queries.
How to navigate GDPR compliance with AI solutions for customer support
Here’s how to navigate the impact of GDPR when using AI and automation for customer support:
1. Choose AI customer support vendors carefully
Ensure that the AI customer support automation solution you choose is GDPR compliant. They must have robust data protection measures in place.
We recommend evaluating their data processing agreements, security certifications, and privacy policies. Look into their data protection practices including encryption, access controls, and security audits.
2. Conduct Data Protection Impact Assessments (DPIAs)
Conduct a DPIA to identify and mitigate privacy risks associated with data processing during support.
This should cover – the types of data collected and processed, the purpose of data processing, potential risks to data subjects, and measures to mitigate identified risks.
3. Implement privacy by design and default
Privacy by design involves integrating data protection into the development of AI systems. This should be a must right from the onset of using AI for customer support.
Key actions include anonymizing or pseudonymization of personal data to minimize exposure. You should also limit data access to only those who need it for offering customer support services. We also recommend regularly reviewing data processing activities to ensure ongoing compliance.
4. Ensure transparency and obtain consent
Inform users about data collection practices and obtain their explicit consent.
Provide clear and concise privacy notices that explain data usage. Also implement easy-to-understand consent mechanisms, allowing users to withdraw consent at any time.
5. Enable data subject rights
AI customer support solutions should support GDPR rights. Ensure that data can be retrieved, modified, or deleted upon request. We also recommend implementing automated processes to handle data subject requests and keeping records of actions taken.
6. Secure data with robust protection measures
Ensure your AI customer support solution comes with strong security measures to protect personal data from breaches.
This should include encrypting data both in transit and at rest, updating and patching AI systems to address security vulnerabilities, and conducting regular security audits.
It’s also good practice to train your staff on data protection principles and security protocols.
7. Regularly review and update AI systems
Review and update your AI-driven customer support systems at defined intervals. This ensures you’re able to adapt to new regulatory requirements and evolving threats.
Conduct periodic compliance audits, and stay informed about changes in GDPR and related regulations. Seek updates from the AI customer support solution provider on data protection features.
Automate your customer support with AI, but stay compliant!
We know how important data is for automating customer support queries.
That’s why we built Auralis in a way that remains compliant with GDPR from the very first interaction a user makes with your business. Our AI algorithm is trained to only collect, process, and use data that is ‘only’ absolutely crucial for offering efficient support to your customers.
Want to know more? Book a demo of Auralis today.
