CXCortex
CX Cortex is an AI-driven platform that analyzes customer interactions across various communication channels to optimize customer support and improve service operations.
Independent assessment across data handling, compliance, security and transparency.
Risk factors
3- Analyzes customer interaction data which may include sensitive information.
- Cloud-based with potential third-party data access.
- No clear opt-out for data training.
Recommendations
4- Verify call recording consent mechanisms comply with local law
- Request SOC 2 and GDPR DPA before deployment
- Audit data retention for customer interaction recordings
- Assess data residency; UK-based vendor but subprocessors may vary
Data handling
- Storage
- Cloud-based; UK vendor (Hostcomm)
- Retention
- Configurable; not fully documented publicly
- Training on inputs
- Unknown; interaction data may improve AI models
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