Our Approach to AI & Customer Data

At Encompass-CX, our mission is to help organizations build deeper, more meaningful client relationships by turning client feedback into insight and action. As we integrate Artificial Intelligence (AI) into our platform, we remain committed to protecting the privacy, confidentiality, and security of your data. 

Our AI Principles

We utilize AI thoughtfully to enhance the Encompass-CX platform — from summarizing feedback to generating strategic recommendations. Our approach to AI is guided by the following principles:
 

• We do not train generative AI models using Customer Data.

  We never use your Customer Data — including survey responses, contact or account details — to train large language models (LLMs) or other generative AI systems. Encompass-CX may use anonymized or aggregated data to improve specific tools or features, but never in a way that could expose individual responses or customer identities.

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• Customer Data stays within your account and does not cross environments.
  AI features may analyze Customer Data to enhance your own platform experience, but data from one client is never used to inform or influence another. There is no cross-account data sharing or training.

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• You choose how and when AI is used.
  We believe AI should enhance your experience — not control it. AI-powered features in Encompass-CX are optional. If your organization prefers not to use these features, you can opt out at any time, just contact us.

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Generative AI in Encompass-CX

Generative AI refers to a class of artificial intelligence systems designed to generate content — such as text, summaries, and recommendations — in response to user prompts. These systems include Large Language Models (LLMs), which can understand context, recognize patterns, and produce human-like responses based on the input they receive.

At Encompass-CX, we use generative AI to help users interpret client feedback, identify trends, and accelerate the creation of reports and action plans. For example, AI can generate:

• Summaries of open-ended survey responses

• Suggested talking points for client meetings

• Action plans based on low survey scores

• Personalized suggestions for improving client relationships

These AI-powered features are designed to save time, drive deeper insight, and support better decision-making — all while protecting your data.

Transparency and Control

Your data belongs to you. Encompass-CX will never use your Customer Data to train or fine-tune external AI models, and will never share or expose individual data to other clients or third parties. Our privacy policy and terms of service are designed to give you confidence in how we use technology to support your goals without compromising trust.

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