AI Acceptable Use Template: Customer Facing Policy Template

Large Language Model (LLM) Customer-Facing Policy Template

Policy Owner: [Role/Department]
Last Updated: [Date]
Version: [X.X]

1. Purpose and Scope

1.1 Purpose
This policy establishes requirements for customer-facing Large Language Model (LLM) implementations at [Organization Name]. It defines standards for transparent AI use, customer data protection, and service delivery.

1.2 Scope
This policy applies to:
a) All customer-facing LLM applications
b) Customer service interactions using LLMs
c) Customer data processing through LLMs
d) LLM-powered customer communications

2. Transparency Requirements

2.1 Disclosure Standards
The organization must:
a) Clearly identify all LLM-powered interactions
b) Provide notice before LLM engagement
c) Explain LLM capabilities and limitations
d) Offer opt-out mechanisms
e) Document disclosure procedures

2.2 Customer Notifications
All LLM services require:
a) Initial disclosure statement
b) Clear identification in interfaces
c) Updates on significant changes
d) Processing notifications
e) Regular communication updates

3. Customer Data Protection

3.1 Data Processing Standards
All customer data must:
a) Pass through Repacket’s monitoring system
b) Undergo security screening
c) Follow classification protocols
d) Maintain privacy controls
e) Generate audit trails

3.2 Data Usage Limitations
Customer data shall:
a) Only process authorized elements
b) Follow stated purposes
c) Maintain minimization principles
d) Respect privacy preferences
e) Follow retention limits

4. Service Quality Standards

4.1 Performance Requirements
LLM services must:
a) Meet accuracy standards
b) Maintain response times
c) Follow quality protocols
d) Enable human oversight
e) Support error correction

4.2 Quality Monitoring
Regular monitoring of:
a) Service accuracy
b) Response quality
c) Customer satisfaction
d) Error rates
e) Performance metrics

5. Customer Rights

5.1 Service Options
Customers must have:
a) Choice of service channels
b) Opt-out mechanisms
c) Data control options
d) Access to human support
e) Feedback mechanisms

5.2 Data Rights
Customers retain rights to:
a) Data access
b) Information correction
c) Processing limitations
d) Data portability
e) Deletion requests

6. Support Requirements

6.1 Human Support
Organization shall provide:
a) Direct support options
b) Escalation procedures
c) Issue resolution
d) Complaint handling
e) Appeal processes

6.2 Support Standards
Support must include:
a) Timely responses
b) Quality resolution
c) Clear communication
d) Follow-up procedures
e) Satisfaction monitoring

7. Security Controls

7.1 Interaction Security
All customer interactions require:
a) Secure transmission via Repacket
b) Authentication protocols
c) Session protection
d) Activity monitoring
e) Security logging

7.2 Data Security
Customer data requires:
a) Encryption standards
b) Access controls
c) Security monitoring
d) Breach protection
e) Incident response

8. Quality Assurance

8.1 Service Monitoring
Regular monitoring of:
a) Interaction quality
b) Response accuracy
c) Customer satisfaction
d) Service performance
e) Security compliance

8.2 Quality Controls
Implementation of:
a) Review procedures
b) Accuracy checks
c) Performance testing
d) Validation protocols
e) Improvement processes

9. Incident Management

9.1 Response Requirements
For service incidents:
a) Immediate assessment
b) Customer notification
c) Resolution procedures
d) Impact mitigation
e) Documentation

9.2 Communication Standards
Incident communication includes:
a) Initial notification
b) Status updates
c) Resolution confirmation
d) Prevention measures
e) Follow-up actions

10. Service Improvement

10.1 Feedback Management
Organization shall:
a) Collect customer feedback
b) Analyze service patterns
c) Identify improvements
d) Implement changes
e) Monitor results

10.2 Continuous Improvement
Regular review of:
a) Service performance
b) Customer satisfaction
c) Quality metrics
d) Security measures
e) Process efficiency

11. Compliance Requirements

11.1 Regulatory Compliance
Maintain compliance with:
a) Privacy regulations
b) Consumer protection
c) Industry standards
d) Security requirements
e) Service regulations

11.2 Documentation
Maintain records of:
a) Service delivery
b) Customer interactions
c) Quality measures
d) Incident responses
e) Compliance actions

12. Policy Administration

12.1 Review Process
Policy requires:
a) Quarterly review
b) Customer input
c) Performance assessment
d) Update procedures
e) Distribution plan

12.2 Exception Management
Exceptions require:
a) Business justification
b) Risk assessment
c) Customer impact analysis
d) Approval process
e) Documentation

[Organization Name] reserves the right to modify this policy at any time. Questions about this policy should be directed to [contact information].

Last reviewed: [Date]
Next review due: [Date]

‍