Worknet
Worknet AI Copilot is a tool that aids customer support teams by organizing messages, providing AI-generated responses, and integrating with platforms like Slack and Zendesk.
Independent assessment across data handling, compliance, security and transparency.
Risk factors
3- Integrates with platforms like Slack and Zendesk, increasing data exposure.
- Processes customer support interactions and data.
- No clear opt-out for training on user data.
Recommendations
4- Review Slack integration scope and limit to customer support channels only
- Ensure customer PII in support tickets complies with GDPR/CCPA
- Establish human review workflow for AI-generated customer responses
- Request SOC 2 documentation and DPA from vendor
Data handling
- Storage
- Cloud-based; customer messages and support data stored on vendor and integrated platform servers
- Retention
- Not publicly documented
- Training on inputs
- Unknown; customer support data may be used to improve AI responses
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