Public AI chatbot for website support

Rafael Lima · Customer ServiceCustomer-facingCriticality HighAutonomy: Executes with review

43Overall

Automatic evaluation

Generated by Aieval · opinionated analysis

Business Value55

AI Quality48

Security38

Privacy32

Opinion

Ambitious initiative but premature. Public channel + PII + vendor without contractual guarantees is material risk. We recommend NOT moving forward until the 4 critical gaps are addressed. Partial overlap with the HR initiative (INI-001) on RAG architecture — consider reusing.

Aieval qualifies and recommends — the final decision is always human.

Gaps

KPIs not defined
No DPIA (privacy impact assessment)
No human fallback plan
Vendor has no non-training clause on customer data

Risks

Exposure of customer PII to external vendor
Reputational risk from incorrect answers in public channel
LGPD non-compliance on data sharing

Recommendations

Define clear KPIs before proceeding (CSAT, containment, time)
Run a DPIA with Privacy/LGPD before the PoC
Negotiate explicit non-training clause and data residency in Brazil with vendor
Start with a reduced scope (FAQ) before customer data access

Possible duplicates

INI-001
HR assistant for benefits questions
HR · RAG / Knowledge
84

Discovery

Answers collected during intake

Problem: Reduce the cost of human support on the institutional website.
Objective: Replace human chat with a bot for 80% of interactions.
Impacted users: End customers (~120k visits/month)
Vendor / model: Vendor X (proprietary model) · Generative LLM
Data used: Chat history, Customer profile data
Integrations: Salesforce CRM, Public website, Customer database
KPIs: No KPI defined
Estimated cost: $180,000
Risk flags: Uses PII: YesCustomer-facing: YesProduction access: YesExternal sharing: Yes