How we build chatbots that deliver exceptional CX without risking your security
Globally recognised security accreditation and compliance for chatbots that keep businesses and consumers safe.
inGenious AI is the chatbot provider of choice for customer service sectors like gaming and e-commerce. With millions of online transactions every day, it’s no surprise that safety and security were “non-negotiable” when Sportsbet considered implementing a chatbot to support rapid growth.
With a strict focus on security – across platform features, security compliance and certification, and data protection – inGenious AI met Sportsbet’s needs and compliance requirements and supported them to launch in a peak period with instant impact.
Sportsbet’s chatbot security requirements
With millions of customers worldwide, Sportsbet holds a significant amount of personal and financial data. A period of rapid growth saw the team looking for a chatbot solution to help clients self-serve and to manage the pressure on their contact centres.
With robust global governance structures in place and stringent compliance requirements, any customer service solution had to have ISO 27001 accreditation, SOC-2 certification and be GDPR compliant.
| ISO 27001:2013 compliant
Meets global security standards and best practice security controls |
SOC-2 compliant
Meets independent key compliance controls and objectives |
Data privacy compliant
Meets data privacy regulations such as GDPR, PCI-DSS, and HIPAA |
Without it, there would have been too much risk to the safety and security of their customers, according to Patrick Ryan, Customer Experience lead from Sportsbet.
“It’s a non-negotiable. It’s crucial to how we operate. It builds trust with our customers and we can’t lose that. If we’re talking about customer experience, the number one underlying experience we have to nail is safety and security.”
“If we’re talking about customer experience, the number one underlying experience we have to nail is safety and security.”
Compliance and security standards
Mark Chatterton, Co-Founder of inGenious AI is committed to the security of the platforms the team build, manage and improve.
“We have very high security and data compliance. We’ve got SOC2 compliance and ISO 27001 which are certifications with audits. We get grilled by security teams before we’re given access to their systems and data – and we can give them that assurance they need.”
Mark and the inGenious AI team have brought in third-party auditors to test their systems and processes to ensure the most robust security.
“When we get to the point of getting access to client’s internal systems, one, they can trust us with the data, and two, we try to do OAuth (Open Authorisation) to make our access during the security implementations more secure,” says Mark.
“We get grilled by security teams before we’re given access to their systems and data – and we can give them that assurance they need.”
Platform features
Part of the platform – and a critical part of inGenious AI’s approach – is its focus on improving AI. That means the platform uses raw transcript data, with conversation and question identifiers anonymised, to improve the effectiveness of the system while keeping personal information secure.
“We don’t keep the conversational data forever. We use the data to improve and then delete after about 90 days,” notes Mark.
“A lot of the other platforms keep it forever and then mine it to improve their own AI. The world’s moved on from that; it’s just a honeypot for hackers and scammers. We’ve reduced our own risk, but also for our customers.”
“We use the data to improve and then delete after about 90 days.”
How Sportsbet scaled up secure service
With more than 2 million customers, Sportsbet is Australia’s most popular online bookmaker. When rapid growth exceeded expectations, their customer service resources were stretched.
We worked with Sportsbet to launch a chatbot in the biggest month of the sporting calendar – that met strict requirements for the safety and security of customer data. Now more than 53% of all enquiries are resolved by the chatbot with an accuracy rate of 94%.
Sportsbet’s experience with an inGenious AI chatbot.
Data security
Another pivotal security feature of inGenious AI’s platform is the multiple data residency options. These options protect data regardless of the compliance and policy obligations of where it’s received from or stored.
All data within inGenious AI’s platforms is protected by secure encryption at rest with strict data privacy and access control policies. Sensitive data is masked and removed based on the requirements of the region it is stored in, including personally identifiable information (PII) and other sensitive data types as defined by data privacy regulations, such as GDPR, PCI-DSS and HIPAA.
Even in a global business like Sportsbet, customer data is protected.
How inGenious AI works with brands dedicated to CX
We work with organisations and brands to ensure customer service matches demand and growth. We know great customer experience (CX) is essential to building trust – particularly when online transactions are involved.
We make chatbots that are easy to use, train and update and can do the customer service heavy lifting without expensive downtime or increasing headcount.
We know our stuff and we’re ready to share so you can elevate your CX
It’s a safe bet on a chatbot built by inGenious AI
For Sportsbet, working with inGenious AI has had an incredible impact.
“It’s levelled up our service proposition. We’re fast, accurate, and a bit cheeky – all through the chatbot,” says Customer Experience Lead, Patrick Ryan.
And with inGenious AI’s proven focus on security, Sportsbet were able to deliver a safe, secure and exceptional customer experience.
“Working with the team who have a track record of building high performing chatbots, it felt like we were in safe hands.”
“We’re fast, accurate, and a bit cheeky – all through the chatbot.”
Safe, secure and globally compliant chatbots supporting online growth.
Book a demo and see how to elevate your CX.
