Protecting customer data is the responsibility of every company. Doing so is a legal requirement and crucial to creating a customer experience that builds trust and loyalty.
Digital customers are open to sharing personal data with companies on the proviso that it will be kept safe and secure. This data is extremely valuable for organizations committed to delivering precise levels of personalization, executing effective engagement strategies, and building strong customer relationships.
Security and privacy for conversational AI solutions
Most conversational AI solutions are handling large volumes of customer data which must be kept safe and secure. Organizations must insist that strong data protection tools, processes and compliance mechanisms, are embedded by design into their conversational AI platform of choice.
To ensure the protection of customer data, and the safeguarding of systems, Creative Virtual’s V-Studio platform architecture is dictated by the principle of security, privacy, and compliance by design.
V-Studio: data privacy by design
The architecture of V-Studio combined with the security and compliance tools available directly on the platform ensure that customer data is fully protected and safeguarded. Controls and mechanisms that are embedded into the design of V-Studio include:
- Privacy and consent management
- Data usage transparency
- Data rights: retention and deletion policies (as per GDPR and other)
- Data minimization and anonymization
- Data availability and accuracy
- Data encryption
- Access control and authentication
- Secure APIs
V-Studio: security by design
V-Studio has built-in security, and a host of tools and mechanisms that ensure the security of the platform, data, and users. There is security at the: front-end, API gateway, model layer, and data layer.
At the front-end, OAuth2 / Open ID Connect and role-based access control and multi-factor authentication ensure secure user access and identity authentication. API Gateway security controls include applications such as Cloudflare WAF, and Akamai amongst others.
Model layer security such as guardrails, content filtering, human in the loop and watermarking to ensure content integrity and data layer security tools include encryption, vaults, and logging.
The platform fully complies with laws and ethical standards. It is continually monitored and governance enforcement is available through 1) policies e.g. related to data retention, 2) GDPR /CCPA, HIPAA compliance tools such as consent management, right to forget and data portability, 3) audit logs; and 4) explainability and bias testing tools.
V-Studio provides support for sovereign cloud and local data storage, as well as on-premise, ensuring the ability for organizations to easily comply with company policies as well as country and industry regulatory requirements. Local legal and data protection compliance can easily be adhered to, and highly regulated industries such as banking and healthcare that favor avoiding cloud processing and prefer on-premise can still reap the benefits of safe, secure conversational AI.
Customer experience is a trust strategy
Customer data protection is a foundational principle that underpins trusted and responsible conversational AI.
When engaging with a brand, customers want to know that they will not be at risk, their privacy will be protected and respected, and that all the necessary security and safeguarding measures are in place. Knowing this and experiencing it, leads to strong relationships, loyalty, and business success.
Creative Virtual’s V-Studio platform is architected to enable and ensure data confidentiality, integrity, and availability. Its inbuilt authentication and authorization tools, accountability mechanisms and automated regulatory adherence further strengthen customer trust which leads to the unlocking of better personalization capability and richer customer insights.
Customers want to engage with a brand in a safe, secure and seamless way. Organizations looking to leverage conversational AI to deliver better customer experiences should be asking for proof of the security, privacy and compliance capabilities that the service provider has in place as standard features on their platform
