How does KnowledgeBase use AI?
KnowledgeBase uses AI to help teams create better content and provide faster, more relevant answers to customers. AI powers features such as article title generation, content suggestions, and AI-based search results that improve the customer self-service experience. For a more detailed overview of all the AI capabilities we offer, please visit our AI features page.
Is customer data used to train AI models?
No. Customer data is not used to train any AI models.
We do not fine-tune or retrain OpenAI’s models using customer data, and we do not use customer content to train any other third-party models.
The AI features only process data temporarily to generate responses or suggestions. All processing is handled securely, and data is not stored or reused for training purposes.
Do you send data to third-party AI providers?
Yes. When you use features like Quick Answers, content generation, or AI-enhanced search, relevant inputs (e.g., your prompt or article context) are sent to OpenAI’s GPT models to generate responses. This processing is necessary for AI functionality and is done securely.
How does KnowledgeBase 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?
KnowledgeBase 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 KnowledgeBase’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, KnowledgeBase retains ownership of the underlying AI technology and software. The capabilities of our AI, including any improvements, are the intellectual property of KnowledgeBase 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.