AI-powered chat services company shares people’s data with its for-profit spinoff

Crisis text linewhich is a global non-profit organization providing a free, 24/7 text messaging service via confidential SMS crisis response, allegedly used and shared the data as a cut and repackaged version of this information to create and market customer service software. .

The non-profit company collects data from its online text conversations with people and uses big data and artificial intelligence (AI) to help people deal with trauma such as self-harm, violence emotional and suicidal thoughts, said a report by Politico, a U.S.-based and international political journalism firm.

According to the report, Crisis Text Line allegedly shared data with its spin-off called “Loris.ai”, an AI-powered customer service software platform that uses machine learning to provide businesses with customer-based customer conversations. about AI with empathy. Enterprise customers can install Loris.AI as an application in their existing customer service platform such as Zendesk, Salesforce, etc.

Loris.AI is headquartered in New York, USA, and also has an office in Tel Aviv, Israel.

The report further states that Loris.AI has pledged to share a portion of its revenue with Crisis Text Line. Additionally, Crisis Text Line also owns a stake in Loris.AI, and the two entities shared the same CEO for at least a year and a half. The two call their relationship a model for how business ventures can do charitable work.

Crisis Text Line, however, says that all data it shares with Loris.ai has been completely “anonymised”, stripped of any details that could be used to identify people who have contacted the distress helpline. Both entities say their goal is to make the world a better place – in Loris’ case, by making “customer support more human, empathetic and scalable”.

Notably, Crisis Text Line has secured financial backing from some of the biggest names in tech and venture capital funds, including Reid Hoffman, Melinda Gates, The Ballmer Group and Omidyar Network.

Crisis Text Line services are available 24 hours a day, every day, in the United States, Canada, United Kingdom and Ireland.

Additionally, in a statement on its website, Crisis Text Line, said: “Over the past few days, we have listened carefully to the concerns of our community… We hear you. Crisis Text Line has had an open relationship and public with Loris AI We understand that you do not want Crisis Text Line to share data with Loris, even if the data is treated securely, anonymized and removed personally identifiable information. Loris.ai will delete all data received from Crisis Text Line.

This incidence has also raised questions about the “AI ethics” currently prevalent in business. In ideal “AI ethical standards,” a system of moral principles and techniques intended to inform the development and responsible use of artificial intelligence technology should be practiced.

Veronica J. Snell