What is Generative AI?
Generative AI is a type of Artificial Intelligence (AI) that can create new content, such as text, conversations, images, and sounds. It's trained to understand complex topics and can use that knowledge to answer new questions and provide helpful responses.
Why are we using Generative AI in Customer Care?
We use AI tools to provide you with better, more personalized, and responsive service. Generative AI helps our Customer Care team in a few ways, including:
- Understanding the context of your interactions with us more quickly.
- Providing a responsive chat experience to assist you with common questions and queries.
What of my personal data is processed when 23andMe uses Generative AI?
The data we process depends on how you interact with our Customer Care team:
- Using our AI Chatbot (Gene): Any personal data you provide in the chat will be processed by the chatbot to give you the best possible assistance.
- Contacting us (Live Agent Chat, Email, or Phone): The content of your communications may be processed by AI. This helps us better understand our users and their needs, allowing us to provide you with the best assistance.
Does 23andMe Customer Care use third-party Generative AI tools?
Yes, we use third-party tools to power our AI. We only share information with these trusted third parties to facilitate our operations and perform services on our behalf. We carefully evaluate all such tools and providers to ensure they are appropriate and that your privacy rights are respected at all times.
Is my personal data used to train third-party Generative AI models?
No. The personal data collected from your interactions with Customer Care is not used to train the models of our third-party vendors.
We may use some data to train models for 23andMe's internal use only, but we do not use sensitive data, such as credit card information or genetic data, for these purposes.
Please remember to avoid sharing sensitive or unnecessary personal data when contacting 23andMe Customer Care.
For more details on how we use your personal data, please see our Privacy Statement.
What rights do I have concerning my personal data used for these Generative AI services?
You maintain all of your privacy rights, including the rights to access/know, rectify/correct, erase, restrict, and have data portability with respect to your personal data. You also have the right to object to the processing of your personal data. These rights are explained in greater detail in our Privacy Statement.
As AI is a rapidly evolving tool, 23andMe will update these frequently asked questions as further developments occur with Generative AI.