How does HelpDesk use AI?
HelpDesk integrates AI to improve ticket resolution workflows and enhance agent productivity. AI is used in features like text enhancement, ticket summaries, and AI email generator by HelpDesk. All AI-powered features are clearly labeled, and we ensure users are informed when AI is in use. You can explore all current and upcoming AI features on our HelpDesk AI page.
How is my data used in AI model training?
At Helpdesk, we use customer data to train our internally hosted models — for example, to enable features like tag suggestions that rely on patterns in your own tickets. When we do this, training happens per account, and data is never shared or mixed between customers. All data used remains within our secure infrastructure and is processed with the highest standards of privacy and integrity. For features powered by external providers like OpenAI (e.g., text enhancements or ticket summaries), no customer data is used for training. Customer data is never used to train third-party or external AI models.
How does HelpDesk ensure GDPR compliance when using AI?
When we select an AI-authorized partner as a sub-processor with a primary focus on communication and customer service enrichment, we finalize a data processing agreement to secure the exchange of information. We authorize these partners to process your data in accordance with and only for the purpose specified in our Privacy Policy and Data Processing Addendum (DPA).
Our DPA binds these partners, and any international transfer of personal data is carried out under the terms of the DPA, using Standard Contractual Clauses (SCC) as a transfer mechanism. The details of data transfers can be found here.
What security measures are in place to protect my data?
LiveChat employs several robust security measures to protect your data. These include data encryption at rest and in transit, regular security audits, and compliance checks to ensure that all security practices meet or exceed industry standards. For comprehensive details on our technical and organizational security measures, please refer to our Security page and Exhibits A and B to our Data Processing Addendum, where you can find more information about how we protect client data.
Who owns the outcomes from the AI features?
When you use HelpDesk’s AI features, you own the results — including all responses and insights generated during your interactions. We ensure that these benefits directly enhance your business. While you own your data and the immediate outputs, HelpDesk retains ownership of the underlying AI technology and software. The capabilities of our AI, including any improvements, are the intellectual property of HelpDesk or its licensors. You’re responsible for how you use the AI-generated outputs.
It’s important to understand that while you own the immediate outputs from our AI, this ownership does not extend to any third party intellectual property that might inadvertently be included in these outputs. Due to the generative nature of AI, outputs can occasionally contain elements that are similar to material created by or belonging to others. You are responsible for ensuring that your use of these AI-generated outputs does not infringe on third-party rights and complies with all relevant laws. This means reviewing the outputs carefully, especially if they are to be used publicly or commercially, to ensure they do not contain or mimic proprietary content without permission.