GDPR
GDPR (General Data Protection Regulation) is the European Union's comprehensive data protection law that governs how organizations collect, process, store, and share personal data of EU residents.
In Depth
GDPR has profound implications for customer support operations, especially those using AI. Key requirements include lawful basis for processing (you need a valid reason to use customer data), data minimization (collect only what's necessary), purpose limitation (use data only for stated purposes), right to access (customers can request their data), right to erasure (customers can request deletion), data portability (customers can export their data), and breach notification (72-hour reporting window). For AI agents, GDPR requires transparency about automated decision-making, the right to human review of AI decisions, careful management of conversation data used for AI training, and clear consent mechanisms.
Organizations must also ensure that AI processing of personal data has a lawful basis and that data protection impact assessments are conducted for high-risk processing activities.
Related Terms
Data Encryption
Data encryption is the process of converting readable data into an unreadable format using cryptographic algorithms, protecting it from unauthorized access during storage and transmission.
SOC 2
SOC 2 (Service Organization Control 2) is an auditing standard that evaluates how a service organization manages customer data based on five trust service criteria: security, availability, processing integrity, confidentiality, and privacy.
Role-Based Access Control
Role-Based Access Control (RBAC) is a security model that restricts system access based on a user's role within the organization, granting permissions to perform only authorized actions.
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