Overview

Ask AI and AI chat features within Persona dashboards and the Persona Community Slack provide AI-powered support using Persona’s Help Center and Developer Documentation resources. These tools offer convenient, on-demand assistance with Persona products and concepts.

Why is Ask AI disabled?

If you see a message that indicates that Ask AI is disabled, your admin can enable it by going to https://app.withpersona.com/dashboard/security. The ability to enable and disable Ask AI is currently rolling out to organizations.

Chat about products and how to use them

Ask AI helps you quickly access and search Persona’s Help Center and Developer Documentation, providing immediate insights into features, products, and services essential for a successful digital business. The hope is to give you the wealth of information available in the Persona Help Center and other resources as quickly as possible.

Chat about page details

Select customers can also Ask AI to answer questions or gather summary details when viewing a Persona page (i.e. a specific Case or Inquiry page). These advanced conversation context features allows you to efficiently investigate issues, understand highlights, and seek out more detail on a specific Persona object. If this feature is available in your instance, starting a conversation with Ask AI will opt your personal user session into this experience with additional context from the page you are currently viewing.

Using Ask AI features

Limitations of AI

AI operates based on programmed algorithms and may not always provide accurate or complete responses. Users should always exercise discretion and not solely rely on information provided by AI-based tools for critical decision-making.

Powered by the Persona support resources and documentation

A good rule of thumb is to use it to discover what you may want or need to look into more. Given that the Persona Help Center, developer documentation, and other content-based resources power these features, the intended purpose is to help you find information to better implement or use Persona products, and we recommend that you refrain from sharing sensitive or personally identifiable information.

Advanced conversation context features

For customers using advanced conversation context, Ask AI enables more focused information discovery within Persona documentation and based on the user's current page context. These insights are informational only and do not constitute advice from Persona. Compliance, policies, and business decisions remain your responsibility.

Search and insights on your Persona instance

Ask AI cannot search across objects or personally identifiable information in objects. Additionally, it cannot produce insights or responses based on trends you are seeing across Verification, Inquiry, or other data that you may access within the Persona Dashboard. It is purely a conversational support chat. Ask AI does not retain unencrypted personal data contained in the Persona Dashboard beyond the duration necessary for response generation. Conversations are encrypted, stored for up to 30 days to support users with follow-up (if additional customer support is requested or escalated), and then permanently redacted.

No Substitute for Professional Advice

Responses generated are not intended to replace professional advice or consultation. We encourage you to seek assistance from qualified professionals for specific inquiries or concerns, especially for legal or compliance issues.

Important Disclosures about Ask AI

AI Responses

Ask AI does not access broad insights or data trends specific to individual Persona instances and relies only on the currently viewed page and available support resources to answer queries. Persona does not train AI based on conversation data, and instead continuously updates its Help Center to improve Ask AI responses.

Ask AI operates through Persona and third-party service providers. By using this feature, you acknowledge and consent to the involvement of such third parties, who are bound by Persona’s privacy and security standards.

Storage

By using Ask AI, you consent to the recording and storage of communications by Persona and its third-party providers. Conversations are stored and encrypted temporarily for 30 days before being redacted.

Limited Liability

Persona strives to ensure the information provided by Ask AI is accurate and up-to-date. However, Persona does not guarantee the accuracy, completeness, or reliability of AI-generated responses, and they are provided on an ‘as-is’ basis.

Persona disclaims liability for any actions taken based on Ask AI responses. Users assume full responsibility for their decisions and actions, especially where critical business, legal, or compliance matters are involved.