topic Is using the AI chatbot safe to use? in Tickets & Conversations

Is using the AI chatbot safe to use?

MeesvP — Thu, 18 Apr 2024 14:40:59 GMT

My company uses the chatbot from Hubspot in order to help customers get answers to their questions. We made chatflows to answer many questions, but some questions are redirected to the livechat with a employee, because the chatbot couldnt answer the question. Now I just saw something interesting: using AI on the chatbot (see e-mail below). One of my concerns is that OpenAI would use the customer information from the live chat to train its own model and use that data for other purposes like ChatGPT. Can you help me answer the question: "Will OpenAI use the customer data from our HubSpot chatbot interactions to train its models or for other purposes outside of providing answers in the chatbot?"

EMAIL

AI Chatbot

Apr 10, 2024

What is it?

We are excited to introduce an AI Chatbot for Live Chat, designed to provide our customers' websites with a seamless GPT-powered chat experience.

Why does it matter?

Through an AI Chatbot, businesses can now deliver personalized responses to their visitors within minutes. No longer will you need to dedicate hours to crafting and refining rules-based bots. With AI Chatbots handling repetitive tasks seamlessly, you will be able to free up time for your front-office teams to prioritize revenue-generating activities. Rest assured with built-in guardrails, that your AI will respond when it's confident and transfer to a team member when it's not.

How does it work?

Start by adding Knowledge Base articles and/or publicly available URLs to your chatbot so that the AI Chatbot can leverage the content from those data sources to generate responses to your website visitors.

Please note: Any updates made to your Hubspot-hosted Knowledge Base articles will automatically sync with your AI chatbot, eliminating the need for manual data updates.

Assign your AI Chatbot to an existing live chat chatflow you have set up. As part of this step you'll also need to define your welcome message and who should respond when users need a live agent.

Please note: In order to start automating conversations with your AI Chatbot, you will need to create a chatflow with live chat and connect it to the conversations inbox or help desk workspace. Without it, the AI Chatbot will not be able to have conversations with your visitors.

You'll then be redirected to the Build tab of the live chat setup. Here you can preview the Welcome Message and Assignment behavior set in the previous step. When you're done setting up your live chat, in the top right, click Preview to review the responses your AI will generate.

Publish your AI Chatbot to your website visitors by toggling the switch on in the upper right corner of the page. Before you know it, you'll be freeing up time for your front-office teams to focus on higher revenue-driving tasks.

Going forward, if you want to update any of the content your AI Chatbot uses, simply navigate to the AI Chatbot app to manage your data sources.

New nav: Automation > AI Chatbot
Old nav: Conversations > AI Chatbot

Who gets it?

Service Starter+ hubs with content in English.

Re: Is using the AI chatbot safe to use?

Josh — Thu, 18 Apr 2024 15:16:19 GMT

Hi @MeesvP,

From my understanding, it will not use the information that your website visitors provide to chat for its own LLM. This chatbot will also only leverage the publicly available information in your knowledge base to answer questions. Because it's publicly available anyways, in theory it could learn from your knowledgebase articles regardless of whether you are using the HubSpot chatbot or not.

Josh

Re: Is using the AI chatbot safe to use?

MeesvP — Fri, 19 Apr 2024 07:17:45 GMT

Thank you Josh!

Re: Is using the AI chatbot safe to use?

ketulnagar — Thu, 11 Jul 2024 10:28:55 GMT

Using an AI chatbot can be a safe and efficient tool, provided it's implemented responsibly. These bots are designed to handle tasks like answering queries or assisting with transactions. However, it's important to choose reliable providers and prioritize data privacy to mitigate risks associated with mishandling sensitive information or providing inaccurate responses that could affect decisions. Regular monitoring and updates also help maintain the chatbot's performance and security over time.

Re: Is using the AI chatbot safe to use?

Natasha_8Beyond — Wed, 12 Mar 2025 14:56:49 GMT

Turning this AI off doesn't work. why? because hubspot doesn't respect our privacy or our wants. I turned it off, and it came back on anyway. It is disruptive, it doesn't work so it doesn't help at all.
It's VERY disruptive in the notes, it didn't help in workflows and it didn't help in the reports. And I bet hubspot are recording everything and using US as guiny pigs that train this dumb AI.
I guess that's what we pay the HUGE bucks for... ☹️
(screenshot of this AI hiding the text in my note)

Re: Is using the AI chatbot safe to use?

Natasha_8Beyond — Wed, 12 Mar 2025 14:59:00 GMT

how about starting with improiving your support, or fixing the endless bugs of your system before giving us another tool that doesn't work?