This article explains how Userback uses artificial intelligence (AI), which AI providers we work with, and how your data is handled when using AI-powered features.
AI-Powered Features
Userback uses AI to help you understand your feedback more quickly and effectively. Our AI capabilities are divided into two main areas: Insights and AI Assist.
AI Assist is a collection of features that use artificial intelligence to automatically process and organize individual feedback items, helping you gain valuable insights faster.
Feedback Type: Automatically categorizes feedback as a Bug, Idea, or General Inquiry to streamline your workflow.
Feedback Title: Generates a clear and concise title based on your users' descriptions, making it easier to understand issues at a glance.
User Sentiment: Instantly assesses whether your users feel happy, frustrated, or neutral, helping you prioritize feedback that needs attention.
Awaiting Response: Automatically detects whether a user expects a reply, saving your team time by triaging feedback for you.
Insights 🚨Coming Soon⌛
Insights features automatically analyze feedback across your projects to identify themes, sentiment, and trends, giving you a high-level understanding of what your users are telling you.
📘Note: As we continue to develop new capabilities, we'll update this article to reflect additional AI features as they become available.
AI Models and Provider
Userback uses OpenAI's GPT model family and embedding models to power our AI features. We selected OpenAI for their industry-leading performance in natural language processing and their enterprise-grade security standards.
Infrastructure and Deployment
All AI models run within Userback's dedicated cloud infrastructure on AWS. This architecture means that processing happens in our controlled environment rather than on OpenAI's public consumer platforms. We maintain strict security controls over data in transit and at rest, ensuring your data is subject to the same security standards as the rest of the Userback platform.
Your Data and AI Training
Your data is never used to train AI models. When you use AI features in Userback, your feedback data is processed solely to generate insights for your workspace.
OpenAI does not use your data to train or improve their models, and your data is not shared with other Userback customers or third parties. Data processing only occurs when you actively use AI features.
Managing AI Features
You have full control over AI features in your workspace and can enable or disable them at any time. To manage these settings:
Go to Workspace Settings in your Userback dashboard
Navigate to the AI Features section
Toggle AI features on or off
Changes take effect immediately, and when AI features are disabled, no data is sent to AI processing systems.