GDPR chatbot guide – using AI in customer service the right way
Updated
A chatbot often handles names, emails and questions that may contain personal data. You can use AI in line with GDPR, but it takes a few deliberate choices. This is general guidance, not legal advice.
What personal data does a chatbot handle?
Everything the visitor types, plus any contact details collected for follow-up. Your business is the controller of customer data, and the chatbot provider processes it on your behalf.
Checklist
- Tell visitors clearly that they are talking to an AI.
- Describe in your privacy policy what is collected and why.
- Collect only the data you need.
- Decide how long conversations are kept and delete what is not needed.
- Make sure the provider has a data processing agreement.
- Do not ask for sensitive data, such as health data or national ID numbers, in the chat.
Cookies and tracking
Tracking and marketing scripts may only load after consent. Chattagent's own site uses Google Consent Mode v2 with everything off by default. See our cookie policy as an example.
Keeping customers' data separate
In Chattagent every connection and conversation belongs to one account, and the database blocks data from mixing between accounts. The agent only uses the knowledge you have added.
Common questions
- Are AI chatbots allowed under GDPR?
- Yes, as long as you have a legal basis, inform visitors and handle personal data correctly.
- Do I have to say it is an AI?
- Yes, it is good practice and required under the EU AI Act for systems that interact with people.
- Who is responsible for the data?
- Your business is the controller of your customers' data; the provider is a processor.
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