Responsible Artificial Intelligence Principles
1. Our Commitment
At Dialog Insight, we believe that artificial intelligence should be used responsibly, transparently, and securely to enhance the user experience while maintaining the highest standards of data protection, privacy, and governance.
This policy outlines the principles that guide the design, development, and use of artificial intelligence features integrated into the Dialog Insight platform.
2. Our Approach to Artificial Intelligence
The artificial intelligence features available within the platform are designed as assistive tools intended to support users in their marketing and customer engagement activities.
These features are intended to:
- optimize repetitive tasks;
- facilitate content creation;
- enhance the user experience;
- assist users with analysis and information retrieval.
Artificial intelligence is not used to make autonomous decisions on behalf of users. Outputs generated by AI are intended as recommendations or suggestions and, where appropriate, remain subject to human review and validation.
All AI features are optional and are used only when activated by the user.
3. Data Protection
Protecting customer data is a fundamental principle in the design of Dialog Insight’s AI features.
To that end, we apply the following principles:
- customer data remains isolated within the Dialog Insight platform;
- no personal data relating to contacts is automatically submitted to external large language models (LLMs);
- AI features are designed to use only the data strictly necessary to provide the requested functionality.
Depending on the feature being used, AI processing may involve:
- aggregated or anonymized data;
- behavioral data used for analytical or predictive purposes;
- functional parameters and metadata;
- content voluntarily submitted by users (prompts);
- AI-generated outputs.
Features that rely on external large language models process only the content voluntarily submitted by users. Users are encouraged not to include personal or sensitive information in the content they submit.
Natural Language Processing (NLP) features, including those used to create segments, workflows, or searches, are designed not to use personal data relating to contacts.
4. Model Training
Dialog Insight does not use customer data or personal information relating to customer contacts to train its internal artificial intelligence models.
Likewise, customer data is not used to train external large language models integrated into certain platform features.
When AI features are not enabled, platform data is not accessible to these mechanisms and therefore cannot be used for model training purposes.
5. Technologies Used
Depending on the functionality provided, Dialog Insight uses a combination of:
- internal artificial intelligence models;
- large language models (LLMs) supporting specific assistance features;
- natural language processing (NLP) technologies;
- analytical and predictive models.
The technologies and providers used may evolve over time to maintain high standards of performance, security, and regulatory compliance.
Before integrating new AI technologies, Dialog Insight evaluates their security controls, privacy commitments, and compliance with applicable regulatory requirements.
6. Artificial Intelligence Governance
Dialog Insight maintains a governance framework to support the responsible use of artificial intelligence.
This framework includes:
- assessing risks associated with new AI use cases;
- validating AI technologies and providers;
- governing the use of data within AI features;
- implementing appropriate security controls;
- periodically reviewing AI practices and technologies.
Our governance approach is aligned with recognized best practices for AI governance, including applicable ISO standards and the principles introduced by the European AI Act.
At the time of publication, the AI features available within the platform are designed to fall primarily within the minimal-risk or limited-risk categories under the European AI Act.
7. Security of AI Features
Dialog Insight implements multiple layers of protection to mitigate risks associated with artificial intelligence, including:
- access controls governing AI features;
- logical separation between customer data and AI processing mechanisms;
- validation controls for automated actions;
- safeguards designed to reduce the unintended exposure of personal information;
- logging and audit mechanisms;
- human oversight for AI features with operational impact.
No action having a significant operational impact on the customer is executed automatically without appropriate user intervention or approval.
8. Transparency
Dialog Insight is committed to promoting the transparent use of artificial intelligence.
Where applicable, users are informed when content or functionality has been generated or assisted by artificial intelligence.
Users remain responsible for reviewing and validating AI-generated content and any decisions based on AI-assisted outputs.
9. Evolution of AI Features
Dialog Insight continuously enhances its artificial intelligence capabilities to improve the services offered to customers.
The list of available AI features is maintained within our product documentation and may evolve over time as the platform develops.
Any such evolution is carried out in accordance with Dialog Insight’s commitments regarding security, privacy, and data protection.
10. Contact Us
If you have any questions regarding the use of artificial intelligence within the Dialog Insight platform or our practices relating to AI governance, privacy, or data protection, please contact our Compliance and Privacy Office.