3 steps to make sure your chatbot Is GDPR compliant
In what way do chatbots fall under GDPR? What kind of data is protected? And what measures need to be taken to make sure your chatbot is GDPR compliant?
Read on to get these questions answered and join us for a deep dive into the exciting world of data privacy.
What is GDPR?
Does May 25th 2018 ring a bell? It should (if you’re interested in data privacy 😎). For this is the birthdate of The General Data Protection Regulation, better known as GDPR. A regulation that came to mark a new age in data protection legislation. And the main purpose was to apply transparency in how and why data is collected, processed, used and stored online.
Simply said – a regulation for protecting privacy online.
The regulation states that all companies or service providers operating in the European Union are obliged to inform their visitors, users or customers about how and when data is collected. They also have to make sure that all users can have their personal information edited, retrieved, forgotten or removed at any time.
Data protected by GDPR
GDPR, compared to the former Data Protection Directive, introduced a new approach to what constitutes personal data. Before GDPR, personal data was basically your name, address and social security number. But as a result of the rise and spread of internet, companies suddenly had to apply the same level of protection for completely new kinds of data.
In short, GDPR protects data such as:
- Basic identity information (like name, address, email address, but also user-generated data, such as social media posts and personal images uploaded to websites etc.)
- Web data (such as location, IP address, cookie data, and RFID tags)
- Health, genetic and biometric data (such as your medical history)
- Racial or ethnic data, political opinions, religious beliefs, sexual orientation, and so on…
How does GDPR apply to chatbots?
Since chatbots are all about gathering data, GDPR is highly relevant. Especially for chatbots using Natural Language Processing (NLP) and machine learning. Because if you want to build a chatbot that actually works well – in other words – a chatbot that can understand context and provide meaningful conversations, you have to gather data. This includes data such as name, email address or even social security number if that is relevant.
In other words: Without data – no personalization. Without personalization – no chatbot. 🤷♀️
3 Steps to make sure your chatbot is GDPR compliant
As stated above, there’s no doubt that chatbots are an area of interest when it comes to data privacy. With this in mind, we have put together a checklist of what should be done before launching your chatbot project.
➡️ Step 1: Update your privacy policy
Make sure it’s clear and accessible
Having a clear and accessible Privacy Policy is one of the main requirements of GDPR. In this context, accessible refers both to the privacy policy being easy to find on the website, but also that it should be easy to understand — written in a conversational and natural language without unnecessary legal jargon.
Be transparent & define your purposes
What comes next is to make sure your privacy policy provides all needed information, such as:
- What kind of personal data is being collected
- How the data is collected
- Why the data is collected
- How the data will be used
- Who has access to the data — are there any third parties?
- How long the data will be stored and what happens after
- What your legal basis for collecting personal data is
Provide contact information
Make sure your contact info is easy to find and that it’s clear who the company’s Personal Data Controller is, and how to get in touch with them.
➡️ Step 2: Privacy by design
Provide information & get user consent
The easiest way to inform the user or get consent is to include it directly in the chatbot’s design — via a consent question in the flow or a link to your privacy policy in the chat widget.
Allow users to retrieve their data
Users must be able to request, download, or delete their data. You can add this to the chatbot flow (e.g. “Can you send me my data?”) or include it in the chatbot’s menu.
Make sure the chatbot is secure
If your chatbot handles sensitive data like invoices or personal info, you must verify the user’s identity. In Sweden, the most common method is BankID, which can be integrated directly into the chat flow for secure authentication.
➡️ Step 3: Store the data safely and securely
All data should be stored separately and encrypted — ideally using a cloud service. This allows your company to personalize based on user behavior while staying compliant.
If you’re operating within the EU, it’s wise to choose a European cloud provider that automatically follows GDPR rules.
One example is OVH, Europe’s largest hosting provider known for high security and scalable performance.
PS: Don’t forget to set up a data retention policy — guidelines that define how long data should be kept and when/how it should be deleted.
Some final words (finally…)
First of all – a big applause for making it through all the way. We are truly impressed! 👏
GDPR is not the ‘sexiest’ subject to say the least, but you can’t ignore the fact that it is as important as it is essential when working with chatbots.
We hope this article has helped you feel more confident about making your chatbot GDPR compliant!
More stories
.png)
.png)
Ebbot expands in telecom – welcomes Bredband2 as a new customer
Ebbot is strengthening its presence in the broadband and telecom sector, where the demand for AI-driven customer service solutions is growing rapidly. The latest addition to Ebbot’s client portfolio is Bredband2, one of Sweden’s largest fiber-optic internet providers.
.png)
Ebbot becomes AI partner to Europcar Sweden – launches chatbot Estrid
Ebbot has been entrusted with developing and implementing Europcar Sweden’s new AI-powered chatbot: Estrid. The chatbot is designed to provide faster, smarter, and more personalized service to Europcar’s customers – around the clock.
How the EU AI Act will shape the future of service automation
The clock is ticking. The EU AI Act is set to become law, reshaping how artificial intelligence is developed, deployed, and regulated in Europe. For organizations looking to integrate AI solutions, this legislation raises important questions about compliance, accountability, and the choice of AI providers.
.jpg)
Ebbot Achieves ISO 27001 Certification
In 2024, we took on a bold challenge: to earn the internationally recognized ISO 27001 certification. In December, we achieved that goal, marking an important milestone in Ebbot’s commitment to delivering AI-powered service automation with the highest standards of security.
.png)
Gofido first to launch EbbotGPT to customers
Swedish insurance provider Gofido is taking a significant step in its commitment to delivering exceptional customer service by officially launching EbbotGPT. This marks a historic milestone as Gofido becomes the first insurance provider in Sweden to integrate generative AI into its customer support chatbot.
.png)
We’re opening our API for EbbotGPT
In celebration of the one-year anniversary of EbbotGPT, we are happy to announce that we are now opening our API for our EU-hosted LLMs, EbbotGPT. This marks a significant milestone in our journey to offer robust AI-driven customer service solutions that are fully compliant with EU data regulations.
.jpg)
GenAI’s role in succeeding with self-service in ITSM
In today’s fast-paced business world, having an efficient internal service management (ITSM) system is more important than ever. But let’s be honest—many ITSM systems are neither user-friendly nor scalable, which ends up making them inefficient. Enter Generative AI (GenAI), a technology that could solve this. But how can we take advantage of this technology in an effective use case without risking security? Let’s break it down.
.png)
Ebbot becomes the preferred GenAI partner to renowned chatbot expert Campfire AI
Campfire AI, a Brussels-based conversational AI consultancy firm, has selected Ebbot as their new GenAI partner. This strategic partnership enhances Campfire’s offerings with a privacy-first, fully EU-hosted generative AI solution, while bolstering Ebbot’s presence in Western Europe.
.png)
.jpg)
Small vs. Large GenAI models – pros & cons
When it comes to generative AI (GenAI) models, size does matter—just maybe not how you'd expect. Both small and large GenAI models have their strengths and weaknesses. Understanding these can help you choose the best model for your needs. Let's break down the pros and cons.
.jpg)
Coeo leverages Generative AI to enhance customer experience
coeo Inkassos is rapidly growing and aims to be one of Sweden's largest debt collection agencies in the next five years. Focusing on customer experience as a central strategy, coeo has now set itself apart by becoming the first in the industry to offer 24/7 support with generative AI.