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Zero Level Support FAQ

What powers Sofie, and how does it function?

Sofie is powered by a sophisticated language learning model, which enables it to comprehend and interact with users on various cybersecurity topics. It functions by analyzing the text of queries it receives and using its advanced understanding of language and context to provide accurate, informative responses. The chatbot is designed to handle a broad spectrum of security-related questions, delivering not just information but also actionable advice and support. It's capable of continuous learning from interactions, which helps in refining its responses and improving its interaction quality over time. This technology integration ensures that Sofie is equipped with up-to-date knowledge and understanding, essential for effective cybersecurity awareness and support.

How many languages can Sofie understand?

Sofie supports multiple languages, making it accessible to a diverse user base.

Can we customize Sofie's appearance and communication style?

Yes, Sofie offers customization options for its appearance, name, and conversational tone to fit your organization's branding and preferences. See Sofie customization for more details.

What formats are accepted for training materials?

Sofie can be trained with knowledge bases and documents in a .pdf format.

How do I send my knowledge base .pdfs to SoSafe for training?

You can upload your knowledge files via the the SoSafe Manager.

What happens if Sofie doesn't know an answer?

If Sofie encounters an unfamiliar question, it will seek assistance from IT personnel or direct the query to the appropriate channel for further support. You can define the support e-mail address to send these questions in the Manager.

Can Sofie integrate with our security tools?

Not at the moment. However, we are constantly improving Sofie, eventually Sofie will be able to integrate with other tooling.

Will security responses come directly through Sofie

No, security personnel will have to respond through another channel.

Can Sofie's rollout be limited to specific Teams groups?

Sofie can be strategically rolled out to certain groups within Teams, allowing for targeted implementation and feedback.

How is data collected by the chatbot processed and stored?

Data collected by Sofie 2.0, including Microsoft Teams chat messages, names, and email addresses, is processed under the guidelines set by the SoSafe Beta Program General Terms and Conditions and the Data Processing Agreement. The purpose of this data processing includes collection of feedback on the Beta Content and providing interactive cybersecurity awareness and support. Data is stored securely for the duration of the Beta Subscription Agreement and deleted subsequently to ensure user privacy.

Are conversations stored in a way that could compromise sensitive information?

Conversations and data collected by Sofie are stored with stringent security measures to prevent compromising sensitive information. These measures include encryption of data in transit and at rest, and adherence to the highest standards of data protection, ensuring compliance with GDPR, CCPA, and other relevant data protection laws.

Does OpenAI use the information provided in chats to train their models?

OpenAI does not utilize customer-submitted data through its API for the training of OpenAI models or the enhancement of its services.

Who has access to the conversations within SoSafe, which employees or contractors?

Access to conversations and data collected by Sofie is strictly controlled and limited to authorized SoSafe employees. These individuals are bound by confidentiality agreements and the company’s data protection policies to ensure the security and privacy of user data.

Does the chatbot comply with GDPR, CCPA, and other relevant data protection laws?

Yes, Sofie is designed to comply with all relevant data protection laws, including GDPR and CCPA. The chatbot incorporates data privacy and compliance measures from the outset, ensuring that user data is processed and stored in accordance with these laws.

How does the chatbot handle data subjects' rights, such as access, rectification, erasure, and data portability?

Sofie and SoSafe have established procedures to address data subjects' rights, including access, rectification, erasure, and data portability. Users can request to exercise these rights through designated channels, and SoSafe is committed to responding to such requests in compliance with applicable data protection laws.

Can users opt-out of data collection or delete their data from the chatbot's records?

Yes, users have the option to opt-out of data collection or request the deletion of their data from the chatbot's records. SoSafe respects users' rights to privacy and provides mechanisms for users to withdraw consent and have their data erased in accordance with data protection laws.

What security measures are in place to protect against data breaches or unauthorized access to the data collected by the chatbot?

SoSafe employs robust security measures to protect against data breaches or unauthorized access, including encryption of data in transit and at rest, secure data storage solutions, and regular security assessments. Additionally, subprocessors such as Microsoft Azure, and OpenAI are selected based on their compliance with high security standards, including ISO 27001 and SOC certifications.

Is data encrypted both in transit and at rest?

Yes, all data collected by Sofie is encrypted both in transit and at rest. This ensures that personal and sensitive information is securely protected from unauthorized access or interception.

Is any of the data collected by the chatbot shared with third parties? If so, for what purposes?

Data collected by Sofie may be shared with subprocessors listed in the agreement, such as Microsoft Azure, and OpenAI, for the purposes of providing the service, including chat bot hosting, product analysis-focused data collection, and interactive awareness and support. These subprocessors are carefully chosen based on their data protection standards and security certifications.

How do third-party integrations comply with data protection standards?

Third-party integrations with Sofie such as those provided by Microsoft Azure, and OpenAI, comply with data protection standards by adhering to certifications like ISO 27001 and SOC 2/3. These standards ensure that data is processed and stored securely, maintaining user privacy and compliance with data protection laws.

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