Custify Generative AI Use Policy

Last updated on Jan 24th, 2024

Empowering Responsible AI-Powered Customer Success

1. Introduction

At Custify, we integrate cutting-edge Generative AI (GenAI) features to enhance productivity and deliver exceptional customer experiences. By streamlining workflows, automating tasks, and providing actionable insights, CustifyAI empowers Customer Success Managers (CSMs) to focus on value-driven relationships.

This policy outlines how Custify ensures the secure, ethical, and responsible use of GenAI in our platform while safeguarding data privacy and providing clear guidelines for both employees and customers.

For questions or concerns, please contact our Data Protection Officer (DPO):
Name: George Maicovschi
Email: contact@custify.com

2. Custify AI Use Principles

  • 2.1 Ethical Use and Transparency
    • Customers are informed about the purpose and limitations of AI features within Custify.
    • AI features require human oversight and are not designed to replace human decision-making.
  • 2.2 Data Privacy and Security
    • Data processed by CustifyAI remains within the secure environment of AWS Bedrock, in compliance with AWS SOC2 policies.
    • No customer data is retained for training or exported to third parties.
    • Customer data processed by AI is not stored beyond the duration of the task.
  • 2.3 Opt-In and Opt-Out Flexibility
    • AI features are enabled by default to all customers but can be disabled at the account level by admins.
  • 2.4 Eligibility
    • CustifyAI is available to all Custify customers with an active subscription. The availability of specific AI features may depend on the customer’s subscription tier and geographic region. Customers must agree to this policy and our privacy policy before activating CustifyAI features.
  • 2.5 Compliance

3. Custify AI Features and Their Use Cases

  • 3.1 AI-Generated Playbooks
    • Functionality: Generates step-by-step playbook suggestions tailored to specific customer success workflows.
    • Use Case: Helps CSMs create actionable strategies by inputting process descriptions, reducing time spent on manual planning.
    • Control: Users can refine or customize the AI-generated playbooks to align with their specific requirements.
  • 3.2 AI-Generated Customer Summaries
    • Functionality: Consolidates customer data into comprehensive summaries, including account evolution, health scores, SWOT analysis, and recommendations.
    • Use Case: Enables CSMs to quickly review and act on customer insights without manually compiling information.
    • Control: Summaries can be saved as notes or edited for further customization.
  • 3.3 AI-Generated Follow-Up Tasks
    • Functionality: Automatically generates follow-up tasks based on email content.
    • Use Case: Streamlines task management by creating actionable items for CSMs, ensuring no follow-up is missed.
  • 3.4 AI-Generated Conversation Summaries
    • Functionality: Provides instant summaries of customer conversations, highlighting key points and actionable insights.
    • Use Case: Saves time by eliminating the need to sift through lengthy discussions, allowing CSMs to focus on customer relationships.
  • 3.5 Third-Party Services

    CustifyAI exclusively relies on AWS Bedrock for AI services, unless otherwise specified at the feature level. No third-party AI services are utilized outside of this controlled environment.

4. Guidelines for GenAI Use

  • 4.1 Purpose of GenAI Use
    • CustifyAI is designed to enhance customer success workflows, provide data-driven insights, and improve team efficiency. It is not intended for activities outside the scope of customer success or for use in high-risk decision-making without human oversight.
  • 4.2 Responsibilities of Employees and Customers
    • Employees and customers must use CustifyAI responsibly and in compliance with this policy.
    • Customers are responsible for ensuring their use of AI features aligns with applicable laws and regulations in their region.
  • 4.3 How You May Use GenAI
    • To improve workflows, automate repetitive tasks, and enhance customer relationships.
    • To generate insights for better decision-making in customer success strategies.
    • To create and optimize playbooks, summaries, and actionable follow-up tasks.
  • 4.4 Rules for Acceptable Use Must Be Followed
    • All AI outputs must be reviewed and approved by authorized personnel before being implemented.
    • AI features should be used solely within the intended scope of customer success workflows.
    • Users must comply with data privacy laws, including GDPR and CCPA, when using AI features.
  • 4.5 Prohibited GenAI Use

    The following actions are strictly prohibited:

    • Using AI features to process sensitive or legally restricted customer data.
    • Misrepresenting or misusing AI-generated content in customer communications.
    • Relying on AI outputs without proper review for critical or high-stakes business decisions.
    • Attempting to modify, reverse-engineer, or replicate Custify’s AI models.
    • Using AI features for purposes unrelated to customer success, such as marketing without consent.
    • Exporting or sharing AI-generated data with unauthorized third parties.
  • 4.6 Restrictions on GenAI Tools Usage
    • GenAI features are limited to the tasks outlined in this policy, such as workflow automation, customer summaries, and follow-up tasks.
    • Customers and employees may not integrate third-party AI tools into Custify without explicit authorization.
    • AI features must be used in alignment with Custify’s ethical standards and operational goals.

5. Implementation & Monitoring

  • Data Management: All data processed by AI features is securely managed and does not persist beyond the duration of the AI’s operation.
  • Audits: Regular reviews ensure AI outputs meet quality and security standards.
  • Training: Users are provided with guidance on effective and responsible AI usage.

6. Monitoring and Compliance

  • Custify ensures adherence to data protection laws, including GDPR, and follows industry best practices, including SOC 2 Type II for secure data handling.
  • Custify continuously monitors the performance and compliance of AI features to ensure they meet the highest standards of security, privacy, and ethical use. Any misuse of CustifyAI features will result in the suspension of access and potential termination of services.

7. Questions and Support

For further information or assistance, please contact our DPO:
Name: George Maicovschi
Email: contact@custify.com

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