Different tools, different terms
AI providers handle data differently. Some consumer tools may use conversations to improve their services unless you change settings, while business plans may offer different protections. Terms change over time, so read current privacy policies and settings for any tool you use.
Your obligations matter
Beyond the tool's terms, your business may have legal and contractual obligations about customer data. Industries such as healthcare, finance, insurance, and law often have strict rules. Even outside regulated industries, customers expect you to protect their information.
Use generic information when possible
Most AI writing tasks don't need real customer details. Instead of pasting a full customer email with names and addresses, describe the situation generally. You can add personal details yourself after AI drafts the response.
Never share highly sensitive data
Avoid entering payment information, government ID numbers, passwords, health details, and similar sensitive data into AI tools unless they're specifically approved for that purpose by your business and meet applicable requirements.
Use approved systems
If you need AI help with customer data, look for features built into business systems you already use, or business-grade tools with appropriate agreements and controls.
Create a clear policy
Write simple rules for your team and train everyone on them. Clear rules prevent accidental mistakes.
When unsure, ask
If you're uncertain, consult a qualified professional before using customer data with AI.
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