Simpplr Search: Smart answers

What are Smart answers?

As part of the newly revamped Simpplr Search, Smart answers is an AI-powered tool that aims to streamline the information retrieval process. It provides you with a concise and relevant answer to your queries, eliminating the need to navigate through numerous web pages and click on multiple links. With Smart answers, users can quickly find the latest and most reliable information without hassle.

For example, when searching for information on a past product release, Smart answer AI displays a comprehensive and tailored answer by summarizing the updates (along with relevant citations) at the top of the search results page. An answer is provided only if the information can be found in the documents. Answers are based 100% on the organization's knowledge bases and people profiles.

Smart answer utilizes machine learning (ML) and language models (LLM) to generate answers based on the search results for a given query. The feature analyzes and processes the search results to provide users with relevant information.

Security

As is the case with many AI features recently, the big question is around security. How can you be sure the information being generated by Smart answers isn't not being stored or shared somewhere without your explicit consent?

The Smart answer tool is built on Simpplr’s secure platform (click this link for more on Simpplr Security Compliance). Additionally, Smart answer utilizes LLMs through Microsoft’s Azure platform. We have chosen to utilize Azure because they provide a higher level of security and trust, and more control over the data that we pass to them. This includes any input and output to both Simpplr and Azure’s platform not being available in any other place than our private, secure instance, and is not accessible to others. Additionally, the access to this Simpplr resource is controlled and restricted. The data is also encrypted on Azure servers, deleted after a short while, and not used for any other purpose including training LLMs.

What's happening on the backend? 

• The feature is contained and controlled entirely by Microsoft Azure on Simpplr’s private instance. This means that:
  • No data is available to others
  • No data goes to OpenAI or any services operated by OpenAI (i.e., ChatGPT or OpenAI API)
  • No data is used to train any public models
  • No data is used to improve any other Microsoft or other 3rd party products

Click here for more information on the Azure OpenAI service.

Since Smart answers is operated on Simpplr’s private Azure instance, this means that only Simpplr has access to this instance, and no data from it can be used for any other purpose. Additionally, the inputs and outputs from your organization cannot be used for training a model that would be used for other organizations within the Simpplr instance. Additionally, none of the inputs or outputs from your organization are stored in the model itself or used to train it.

Data privacy and retention

All data is covered under DPA, separate instance, is GDPR and CCPA/CPRA compliant. No personal data is transferred outside of the above noted areas, and none is used for anything other than the output for your input. All other standard Simpplr data privacy and security considerations apply to data kept by Simpplr through this process, and are not shared with or used for any other purpose.

Security certifications

Simpplr has received the following security certifications:

• ISO 27001:2013 certification
• SOC 2 Type 2 attestation (available under NDA)
• SOC 3 report (pending)
• EU-U.S. and Swiss-U.S. Data Privacy Framework (DPF) certification 
• TRUSTe Data Privacy Framework (DPF) verification
• TRUSTe Privacy Dispute Resolution program

FAQ

Q: Is Smart answers compatible with all supported languages? 

Q: How does Simpplr store the AI generated content? Is the information sent to any 3rd party vendor?

A: No. All content generated is locally hosted on Simpplr's own instance of Microsoft Azure. Our AI modules are not shared outside and are used internally only. We joined the Responsible AI association to ensure and confirm we are not using AI for anything but the benefit of the customer itself as it is not shared nor abused. See the Security information above for more detail.

A: Currently generative AI is used in the Smart answers tool, as well as the Writing assistant. 

A: No. The feature has been through our SDLC, security reviews, automated security testing, and internal QA. Penetration tests are conducted on the complete application quarterly. The next test will be in December/January timeframe.

A: Yes. The system includes guardrails to reject suggestions to generate potentially harmful output and to protect it against prompt injection attacks. However, in the same way that guardrails can improve but not guarantee motorist safety, no AI system is completely invulnerable to prompt injection. That said, we are continually testing and improving our product to ensure quality.

A: Yes.

A: Azure OpenAI GPT Turbo 3.5. Simpplr uses the Microsoft Azure OpenAI platform.
Simpplr AI features operate entirely within Simpplr’s private instance on Azure.