Employee Chatbot Usage Policy

An Employee Chatbot Usage Policy is a institution-level policy (outlines guidelines, rules, and best practices) for employees interacting with or managing chatbot systems.

• Context:
  • It can (typically) define the Purpose and Scope of Chatbot Usage within the organization, specifying appropriate tasks and interaction types based on business objectives.
  • It can (typically) include guidelines for acceptable use, ensuring that chatbots are used only for designated business tasks and not for personal inquiries (to prevent misuse).
  • It can (often) outline Compliance Rules, with respect to regulations (such as privacy regulations).
  • ...
  • It can range from being a Simple Employee Chatbot Usage Policy to a Comprehensive Employee Chatbot Usage Policy, depending on the complexity and extent of chatbot interactions within the organization.
  • ...
  • It can include Employee Training Requirements to ensure employees understand chatbot’s functionality, potential limitations, and proper escalation procedures.
  • It can include Performance Evaluation Criterion, such as response time, task success rate, and user satisfaction, to regularly assess the chatbot’s effectiveness and refine its use based on performance metrics.
  • It can establish Rule for Prohibited Activities, like sharing sensitive data through the chatbot without encryption, to prevent potential security risks.
  • It can outline Monitoring and Reporting Guidelines, informing employees that chatbot interactions may be recorded for quality assurance and compliance purposes.
  • It can define Ethical Considerations, ensuring that chatbot usage aligns with company values and does not infringe on employee privacy or security.
  • It can include Integration Protocols, ensuring that chatbots interact seamlessly with other internal systems like CRM or HR platforms without disrupting workflows.
  • It can mandate employee training requirements, covering the chatbot’s functionality and proper escalation procedures if the chatbot cannot handle a query.
  • It can include performance evaluation criteria, such as response time, task success rate, and user satisfaction, to regularly assess the chatbot’s effectiveness.
  • It can establish rules for prohibited activities, like sharing sensitive data through the chatbot without encryption.
  • It can outline monitoring and reporting guidelines, informing employees that chatbot interactions may be recorded for quality assurance and compliance purposes.
  • It can define Ethical Considerations, ensuring that chatbot usage aligns with company values and does not infringe on employee privacy or employee security.
  • ...
• Example(s):
  • Chatbot Usage Policy Purpose and Scope examples:
    • "This chatbot usage policy governs the use of AI chatbots, including but not limited to ChatGPT, Google Bard, Clause.ai, and our internal AI assistant, by all employees of XYZ Corporation."
    • "It applies to both company-provided tools and the use of public chatbotss for work-related purposes."
    • "Its purpose is to ensure efficient, secure, and ethical use of chatbot technologies to enhance productivity while protecting organizational interests."
  • with Acceptable Chatbot Use Guideliness, such as:
    • "Employees may use approved AI chatbots for:"
      • Brainstorming and ideation."
      • Drafting initial versions of non-critical documents."
      • Answering general knowledge questions related to work tasks."
      • Debugging simple code issues."
    • "Employees must not use AI chatbots for:"
      • "Inputting or requesting data analysis of confidential company data."
      • "Making final decisions on critical business matters."
      • "Generating content for external publication without human review."
      • "Personal matters unrelated to work responsibilities."
    • "Any use cases not explicitly covered here require managerial approval."
  • with Chatbot Usage Data Protection Guidelines, such as:
    • "When interacting with chatbots:"
      • "Never input personally identifiable information (PII) of customer datas."
      • "Do not share proprietary company information, including trade secrets or unreleased product details."
      • "Use only publicly available data or fictional examples when seeking analysis or advice."
      • "When using third-party chatbots, ensure you're using a company-approved, enterprise version with appropriate data protection measures in place."
      • "Report any accidental disclosure of sensitive information to the IT security team immediately."
  • with Chatbot Accuracy Guidelines, such as
    • "To ensure the accuracy of AI-generated content:"
      • "Treat all chatbot outputs as draft material requiring human review."
      • "Verify any factual claims or data provided by AI using reliable information sources."
      • "For technical or specialized content, have a subject matter expert review the output."
      • "When using AI-assisted work in final products, clearly indicate which portions were AI-generated and provide proper attribution."
      • "Maintain a log of significant AI interactions and verifications for auditing purposes."
  • Training and Education Program example:
    • "All employees using AI chatbots must complete the following training modules:"
      • "Introduction to AI Chatbots: Capabilities and Limitations (1 hour)."
      • "Data Security and Privacy in AI Interactions (2 hours)."
      • "Ethical Considerations in AI Usage (1 hour)."
      • "Verifying and Citing AI-Generated Content (1 hour)."
      • "Hands-on Workshop: Effective Chatbot Prompting (3 hours)."
    • "Training must be completed before access to AI tools is granted, with annual refresher courses required."
    • "The IT department will provide ongoing education about new features, use cases, and potential risks as the technology evolves."
  • with Chatbot Monitoring and Enforcement Guidelines, such as:
    • "To ensure compliance with this policy:"
      • "All interactions with company-provided AI chatbots will be logged and may be subject to review)."
      • "Periodic audits of chatbot usage will be conducted by the IT and Compliance departments)."
      • "Employees are encouraged to report any observed misuse or potential policy violations)."
      • "Violations of this policy may result in disciplinary action, up to and including termination of employment, depending on the severity and frequency of the policy infraction)."
      • "The policy will be reviewed and updated annually, with all employees required to acknowledge any policy changes)."
  • ...
• Counter-Example(s):
  • A Social Media Usage Policy that specifies what employees can and cannot post about the company on social platforms but does not address chatbot interactions.
  • An Information Security Policy that establishes guidelines for protecting sensitive data in general IT systems, but not specific to chatbot data handling.
  • A Customer Service Training Manual that outlines protocols for human agents but excludes chatbot usage considerations.
  • A General Employee Handbook that mentions communication standards without addressing specific chatbot-related expectations or protocols.
• See: Enterprise Chatbot Strategy, Data Privacy Policy, AI Governance Framework, Employee Onboarding.

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References

2024

• Perplexity.com
• The policy should clearly state its purpose - to provide guidance on the appropriate use of AI chatbots in the workplace. It should specify which AI tools are covered (e.g. ChatGPT, Google Bard, etc.) and whether it applies to company-provided tools or third-party public tools.
• Acceptable Use Guidelines: This section outlines how employees are permitted to use chatbots:
  • Approved uses (e.g. brainstorming, drafting emails, general knowledge questions)
  • Prohibited uses (e.g. submitting confidential data, using AI-generated text in final work products)
  • Requirements for managerial approval
  • Rules around using work credentials to create accounts
• Data Protection and Privacy: The policy should address:
  • Prohibitions on inputting confidential company information or personal data
  • Guidelines on what types of data can be used with chatbots
  • Requirements to use paid/enterprise versions that offer data protection
• Accuracy and Verification
  • Not relying on chatbot outputs without verification
  • Processes for reviewing AI-generated content for accuracy
  • Proper citation of AI-assisted work
• Intellectual Property Considerations
  • Copyright infringement risks
  • Protecting company IP and trade secrets
  • Guidelines on using AI-generated content in company work
• Training and Education
  • Employee training on proper chatbot usage
  • Education on the limitations and risks of AI tools
• Monitoring and Enforcement
  • How the policy will be enforced
  • Consequences for violations
  • Any monitoring of employee chatbot usage
• Review and Updates
  • Regular review and updating of the policy
  • Processes for employees to suggest new tools or use cases
  • Citations:

[1] https://www.shrm.org/topics-tools/tools/policies/chatgpt-generative-ai-usage
[2] https://www.lcwlegal.com/news/employer-policy-considerations-following-the-rise-of-chatgpt/
[3] https://railslibraries.org/sites/default/files/mtg/2024/05/109691/7.3Generative-Artificial-Intelligence-AI-Chatbot-Usage-Policy.pdf
[4] https://docket.acc.com/employees-are-using-chatbots-make-sure-your-ai-use-policy-works
[5] https://www.starmark.com/blog/etips/ai-usage-policy/
[6] https://www.fisherphillips.com/a/web/du6wach1kmRuPCgDcMLJ5Z/ai-policy.pdf
[7] https://ogletree.com/insights-resources/blog-posts/chatbots-in-the-workplace-usage-policies-and-practical-considerations-related-to-artificial-intelligence/

2024

• Perplexity.com

wiki

• When developing an Employee Chatbot Usage Policy, it's important to consider other related usage policies that may intersect or complement it. Here are some key related policies:
• Information Security Policy:
  • This policy outlines procedures for protecting sensitive company data, which is crucial when using AI chatbots. It typically covers:
    • Data classification and handling.
    • Access control and authentication.
    • Encryption requirements.
    • Incident response procedures.
• Acceptable Use Policy:
  • This policy defines appropriate use of company IT resources and often includes:
    • Approved software and applications.
    • Rules for personal use of company systems.
    • Prohibited activities (e.g., illegal downloads).
    • Monitoring and privacy expectations.
• Social Media Policy:
  • As chatbots can generate content, a social media policy is relevant. It usually covers:
    • Guidelines for representing the company online.
    • Confidentiality and disclosure rules.
    • Best practices for engagement.
    • Crisis management procedures.
• Intellectual Property Policy:
  • This policy is important when using AI tools that may generate or interact with IP. Key aspects include:
    • Ownership of work created using company resources.
    • Proper handling of copyrighted materials.
    • Confidentiality of trade secrets.
    • Invention assignment agreements.
• Data Privacy Policy:
  • With chatbots potentially processing personal data, a privacy policy is crucial. It typically addresses:
    • Types of data collected and processed.
    • Data subject rights (e.g., access, deletion).
    • Data retention and deletion procedures.
    • International data transfer rules.
• Code of Conduct:
  • This overarching policy sets ethical standards for employee behavior, including:
    • Professional conduct expectations.
    • Conflict of interest guidelines.
    • Anti-discrimination and harassment rules.
    • Reporting procedures for violations.
  • Citations:

[1] https://resources.workable.com/ai-tool-usage-policy
[2] https://railslibraries.org/sites/default/files/mtg/2024/05/109691/7.3%20HR%20Source%20AI.policy%20041124.pdf
[3] https://www.hubspot.com/startups/ai-usage-policy
[4] https://www.fisherphillips.com/a/web/du6wach1kmRuPCgDcMLJ5Z/ai-policy.pdf
[5] https://it.wisc.edu/generative-ai-uw-madison-use-policies/
[6] https://railslibraries.org/sites/default/files/mtg/2024/05/109691/7.3Generative-Artificial-Intelligence-AI-Chatbot-Usage-Policy.pdf
[7] https://www.starmark.com/blog/etips/ai-usage-policy/
[8] https://www.shrm.org/topics-tools/tools/policies/chatgpt-generative-ai-usage

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