AI

[tiago_bezerra]

Hi all,

We turned off the AI feature to read our emails, conversations and tickets descriptions. Some people in our organization are afraid because sometimes we have customer credit cards, or sensitive information included on those.

We`re trying to turn everything on so we can have full use of AI in our account.

I`m not 100% sure on risks of having AI seeing those informations and want to reach out to see if you all can relate to this or tell me a work around this.

Thank you in advance.

[karstenkoehler]

Hi @tiago_bezerra,

You shouldn't process credit card details or sensitive information in regular emails. That in itself is a risk, I would say 😬 Keeping that in mind, I'd recommend reaching out to your legal and IT security department. I would assume that both have an opinion on using AI features and can review the AI terms of use.

Best regards!

[tiago_bezerra]

Thank you for that, we don`t use CC on emails regularly, it`s once in a full moon where a customer does that. But we work with HealthInsurance brokers and they often send their licenses to us or we mentioned in tickets description as well. That`s why they`re worried about this data being available to AI.

[karstenkoehler · Accepted solution]

@tiago_bezerra AI isn't a higher, ambiguous power, luckily. HubSpot has laid out how AI is working here:

https://behindhubspotai.com/

https://legal.hubspot.com/hubspot-beta-terms

https://knowledge.hubspot.com/account-management/use-copilot

I don't think an intuition-based decision is the way to go here – someone in IT or legal has to make the call after reviewing these resources.

[WestonTrace]

It helped me, Thank you so much.

[tiago_bezerra]

Perfect, thank you for helping with this. I`ll talk to them about that