Does Einstein Conversation Insights (ECI) include sensitive personally identifiable information (PII) in AI model training?

Einstein Conversation Insights (ECI) is designed with a strong emphasis on data security and privacy compliance. The assertion that personally identifiable information (PII) is not used in AI model training reflects the industry's best practices regarding data protection. Not incorporating PII helps to mitigate risks associated with data breaches and ensures compliance with various regulations, such as GDPR and CCPA.

Training AI models without PII not only protects individual privacy but also allows organizations to focus on deriving insights from conversations and interactions without exposing sensitive information. By avoiding the use of PII in model training, ECI enhances user trust and maintains the integrity of the data being processed.

This approach is particularly vital in contact centers, where conversations often contain confidential customer information. Therefore, ensuring that PII is not included in the training sets aligns with both ethical standards and regulatory requirements, solidifying the foundation of responsible AI usage in Salesforce Contact Center solutions.