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Data protection at moinAI

Policies, retention periods for conversations and data collection for GDPR-compliant use

Data protection is a top priority at moinAI. The platform is designed to fully comply with the requirements of the GDPR (further details on the GDPR can be found in this article). moinAI does not store IP addresses and uses only technically necessary cookies. The platform guarantees full control over the data collected from users. For example, there is the option to have conversations deleted automatically. Such settings enable GDPR-compliant communication via the chatbot.

  1. Cookies

  2. Data storage
    2.1 Conversations
    2.2 Widget usage

  3. Data collection

 

1. Cookies

moinAI collects only those cookies that are essential for the functionality of the AI chatbot. The following cookies are permanently active:

Cookie name Purpose
knowhere_widget_open Required for the AI chatbot to function correctly. This entry is recognised as a cookie by some consent tools. Technically, it is stored in localStorage.
knowhere_jwt_[Live ID des Chatbots]
 To store and recognise users, the cookie is stored as a localStorage key in the web browser when the user interacts with the chat widget or teaser, and provided the chatbot is configured in the settings to remember users. This enables conversations to continue across multiple page views. More on this in the section on widget usage.

 

2. Data storage

There are two relevant areas concerning data storage: the retention of conversations and the logging of widget usage.

2.1 Conversations

By default, conversations are stored in the Hub until the end of the contract term. The retention period for chatbot conversations can be defined individually by the owner in order to automatically delete conversations earlier. Possible timeframes range from never to 30 days or more. A short retention period is recommended from a data protection perspective, as this supports the principle of data minimisation.

If the retention period is shortened, it should be noted that the associated analytical capabilities will be lost and the AI will have less data for autonomous learning. The recommendation is to delete conversations after 90 days at the earliest.

The duration can be set in the moinAI Hub via the menu item Bot Settings > General settings & privacy, under the section Delete conversation data after a specified period of time.

The deletion options are:

  • after 30 days

  • after 60 days

  • after 90 days

  • after 120 days

  • after 180 days

  • after one year

  • never

Custom shorter timeframes may also be set. The Customer Success Team will be happy to assist at customersuccess@moin.ai.

If a deletion period is set retrospectively, it will be applied to all future conversations and retroactively to past ones. It will not be possible to restore them afterwards.

 

2.2 Widget usage

The widget can remember, for a defined period, whether a conversation has already taken place. This allows users to seamlessly pick up where they left off in a previous conversation when they visit the website again, without having to re-enter information. This improves the user experience and reduces processing times.

Data is stored in compliance with data protection regulations via an anonymised user ID in a cookie. No personal data is collected or passed on in the process.

The storage option is configured in the menu under Widget & Teaser > Widget Display in the Remember widget usage section. When the toggle is activated, the anonymised user data is stored for the selected period.

  • Storage period: Can be configured between 2 hours and 30 days.

  • Teaser reminder: You can optionally set whether the system records that the teaser has been closed (between “do not remember” and “4 hours”.

Once the specified storage period has expired, the relevant cookies are automatically deleted. Users then start a new conversation.
The actual duration of storage may also be influenced by the browser’s individual cookie settings.

 

3. Data collection

moinAI processes only the content of AI chatbot conversations that is necessary for service improvement or optimisation of the AI. Conversations may contain personal data collected via forms or during the course of the conversation (email address, customer number, uploaded files, etc.). The personal data collected in chatbot forms is defined in the moinAI Hub.
Responsibility for configuring data queries in the chat lies with the company.

Figure: Technical architecture at moinAI.

 

If you have any queries regarding data protection or setting up data protection-compliant configurations, the Customer Success Team will be happy to advise you at customersuccess@moin.ai.