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AI Assistant FAQs

  1. What is the ZoneBilling AI Assistant and what does it do?

    1. The AI Assistant is a ‘chatbot’ designed to assist users with questions about ZoneBilling. It uses conversational artificial intelligence (GenAI) to understand user queries and provide consolidated, helpful responses from the ZoneBilling Knowledge Base, without leaving the app. When enabled, the AI Assistant is available to all users, and accessible on all ZoneBilling record pages.

  2. How does the ZoneBilling AI Assistant work?

    1. The AI Assistant uses a Generative AI Model combined with a Retrieval-Augmented Generation (RAG) system. This means it accesses a curated knowledge base to find the most relevant information, then uses AI to formulate a coherent and helpful response.

  3. What type of data does the AI Assistant collect and how is it used?

    1. The AI Assistant collects data that is necessary to provide accurate responses and improve the overall user experience. This may include the question submitted, the context of the question (i.e. what record the user was on), and any feedback provided. Data is used solely for the purpose of enhancing the AI Assistant’s performance and for troubleshooting issues.

  4. Is my data secure when using the AI Assistant?

    1. Yes, all interactions with the AI Assistant are encrypted and follow industry-standard best practices for data protection.

  5. Does the AI Assistant have access to my proprietary data?

    1. The AI Assistant does not access or store any personal, financial, or proprietary data unless it is explicitly provided by the user during a session.

  6. Is there a risk of the AI Assistant disclosing sensitive information?

    1. The AI Assistant is designed to only provide general information available in the ZoneBilling knowledge base and publicly-available knowledge on NetSuite. It does not have access to sensitive or confidential data and cannot disclose such information.

  7. What happens to my data after a session ends? | Does the ZoneBilling AI Assistant store my conversations?

    1. The user can view their conversation with the AI Assistant throughout their NetSuite session. Once the user logs out, the user cannot retrieve a prior conversation with the AI Assistant.
    2. Session data and the conversation are stored in Zone’s services server, along with the NetSuite user ID and account ID, to provide Zone the ability to analyze trends of types of questions asked to inform documentation needs, product enhancements, etc. We do not train models on user interactions.

  8. Can I opt out of data collection?

    1. At the company level, your administrator determines whether or not to opt-in the company to the ZoneBilling AI Assistant. At the user level, each user can decide whether or not to use the AI Assistant. If you use the AI Assistant, your data (submitted questions, question context, feedback provided) will be collected.
    2. Contact our support team if you would like to request your organization’s conversation data to be deleted.

  9. Is the AI Assistant compliant with data protection regulations like GDPR?

    1. Yes, EU services are provided by Zone & Company Software Consulting EMEA and we have a DPA agreement in place with sub-processors

  10. How do you ensure the AI Assistant’s responses are accurate and up-to-date?

    1. The AI Assistant leverages the ZoneBilling Knowledge Base and publicly-available knowledge about NetSuite. As articles are added to the Knowledge Base, those articles are included in the breath of resources to which the AI Assistant has access.

  11. Can the AI Assistant learn from my queries and use that information for other customers?

    1. The AI Assistant does not learn or adapt from individual customer queries. Each interaction is independent and based solely on our pre-existing knowledge base.
    2. We do not train models on user interactions.

  12. Can I use the AI Assistant for legal or financial advice?

    1. No, the chatbot is not designed to provide legal, financial, or other professional advice. For such matters, please consult with appropriate professionals or contact our specialized support teams.

  13. How can I provide feedback about the AI Assistant?

    1. You can provide feedback by giving a thumbs up or thumbs down, as well as an optional comment with more detail, at the end of each AI Assistant interaction. If you have additional feedback or questions, please contact our support team.

  14. Who can I contact if I have concerns about data privacy or security?

    1. Please refer to our Privacy Policy here or email: privacy@zoneandco.com

 

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