Data Privacy FAQs for Generative AI Supported Features
Gainsight currently uses the following three providers for our AI features: IBM watsonx, Microsoft Azure for its GPT APIs, and Open AI.
If we are to engage with additional vendors to assist in delivering future features, a subprocessor notice will be sent out to our clients. If you have additional questions or concerns not listed here, please contact privacy@gainsight.com.
Can you please explain the exact personal data that will be processed?
All these features will make use of a subset of the personal data stored within your Gainsight instance. Since Gainsight integrates with your CRM, this data can include names, job titles, and business contact information (such as physical addresses) of your customers and prospects. Additionally, it can include the names and titles of Gainsight users. It's worth noting that email addresses and phone numbers are intentionally excluded from processing, as they are concealed or masked for privacy and security reasons.
Additional data points may include contents of emails, customer notes and customer-level data from a client’s CRM, as well as any data your users provide in an AI feature’s query box.
How will the data be used?
All of our generative AI features will solely use your personal data to deliver the specific feature to you. This data is not shared with other clients or other vendors , and our agreements with these vendors expressly prohibit your data being used to train any AI language models.
Where will my data be processed?
For the Azure service: Gainsight will use Microsoft servers located in the following regions: the European Union (France Central, Norway East, Sweden Central, West Europe), the United Kingdom (UK South), Switzerland (Switzerland North), Japan (Japan East), the United States (US East, US East2, Northcentral US, Southcentral US and West US), Australia (Australia East), Canada (Canada East), India (South India). If the data originates in the EU then the data will be processed by the servers located in the EU. We are not currently able to make similar data localization commitments for non-EU locations.
For the Watsonx service: the United States (Dallas) and Germany (Frankfurt).
For the Open AI service: the United States, Canada, the United Kingdom, France, Norway, Switzerland, Sweden, Poland, South Africa, Australia and the United Arab Emirates.
Note: Open AI currently cannot guarantee the processing location for any data that they process. This means that data that originates in the European Union will not necessarily always be processed in the European Union.
How long does my data stay on the vendors’ servers?
Each of our vendors delete the data they process once the response to your query has been delivered (Zero Data Retention - or ZDR). None of these vendors stores any of your data following the delivery of the response.
Will my client data be used for training the main model or only ours?
No, our agreements with these vendors expressly prohibit your data being used to train any AI language models.
How do you prevent data leaks from one customer to another when getting an answer from the LLM?
The models for the Generative AI features will only be run on Client’s data within a Client instance. No other Gainsight client will have access to Client’s data.
What if I want to opt out of a specific AI feature vendor, can I switch to another and still make use of the AI features?
The Generative AI features that leverage Open AI as a vendor can also be performed using Microsoft Azure so if you object to using Open AI we can use Microsoft Azure instead, however, please note that this may result in a delayed response time for some queries. We do not have any alternatives for Microsoft Azure or Watsonx.
Will the generative AI functionality be opt-in or opt-out? Can I opt-out at a future date if I have opted-in?
The generative AI features will be "opt-in", however, you will need to toggle the functionality on for each specific feature. If you want to "opt-out" at a future date then you can simply toggle the feature to “Off”.
Who will have access to toggle the functionality on or off?
Access to the Generative AI settings page can be managed through permission bundles. While it's already a part of the default full-access bundle (DEFAULT_BUNDLE), it can also be included in custom bundles for more precise control.
What if we want to disable the feature toggles from being turned on/off?
If you would like to remove the feature toggles entirely from the UI, please email privacy@gainsight.com in order to do so. Note: The toggles cannot be individually disabled by feature; all will be universally grayed out.
Why are the AI feature toggles grayed out in my instance?
You may not have the ability to turn the feature on from your instance if your privacy and/or legal team sent in an objection to our subprocessor notice. If you would like access, your privacy and/or legal team will need to rescind the objection by emailing privacy@gainsight.com, referring to the prior objection, and specifically mentioning it is being rescinded.