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Comm100’s AI Suite processes customer data under the same SOC 2 Type II, ISO 27001, and encryption standards as the rest of the platform. No exceptions, no separate infrastructure, no lower bar.
Comm100’s AI Suite includes six products: AI Agent (autonomous resolution), AI Copilot (agent assistance), AI Insights (conversation analytics), AI Knowledge (knowledge base generation), AI QA (quality assurance scoring), and AI Training (onboarding simulations). All six are built on and deployed within the same infrastructure that powers Comm100’s Live Chat, Ticketing & Messaging products.
What that means in practice: customer data processed by any AI product is encrypted in transit and at rest using the same TLS and encryption standards applied platform-wide. Access to AI-processed data follows the same role-based permissions, audit logging, and IP restriction controls available to administrators across the Comm100 platform. There is no separate AI-specific data pipeline that operates outside the compliance boundary.
For on-premises customers, AI products run entirely within the customer’s own infrastructure, and no data leaves their network.
Comm100 enforces strict data isolation between customer accounts at the infrastructure level. Conversations, knowledge base content, training data, analytics outputs, and AI model configurations belonging to one customer are never accessible to another customer’s environment.
This applies to all AI products. When AI Agent resolves a visitor’s question by drawing on a customer’s knowledge base, it accesses only that customer’s content. When AI Insights analyzes conversation patterns, it processes only that customer’s transcripts. When AI QA scores agent performance, it evaluates only customer interactions.
There is no shared model training across accounts.
Comm100 does not use customer data to train shared or general-purpose AI models. Customer conversations, knowledge base articles, and other content are not fed into any model that serves other customers.
Where AI products are configured to learn from a specific customer’s data, for example, AI Agent learning from a customer’s knowledge base to resolve visitor questions, that learning is scoped entirely to that customer’s account. The resulting model behavior, intent recognition, and response patterns are not transferable to or accessible by any other account.
Comm100 gives administrators granular control over AI behavior across the platform.
AI Agent can be configured to handle specific intents, escalate to human agents based on confidence thresholds, and restrict its responses to approved knowledge base content only. Administrators decide which topics AI Agent is authorized to resolve autonomously and which require human involvement.
AI Copilot suggestions can be enabled or disabled per team or per department, and agents always retain the final decision on whether to use a suggested response.
AI Insights and AI QA operate on conversation data that administrators have already authorized for collection through the platform’s standard data retention settings. No additional data collection occurs beyond what the platform already captures during normal operation.
Comm100’s compliance certifications — SOC 2 Type II, ISO 27001, PCI DSS, HIPAA, GDPR, PIPEDA, and TX-RAMP — cover the entire platform, including all AI products. There is no separate compliance scope for AI and non-AI features.
When your auditors or procurement team request documentation for a security review, the SOC 2 Type II report, security whitepaper, and data processing agreement all reflect the platform as a whole, AI included.
For organizations that require on-premises deployment, Comm100’s AI products are fully available in the on-premises configuration. AI Agent, AI Copilot, and other AI products operate entirely within the customer’s own infrastructure. No data is transmitted to Comm100’s cloud or any external service.
This makes Comm100 one of the very few customer support platforms where AI-powered automation can run in an air-gapped or fully self-hosted environment, a requirement for many government agencies, financial institutions, and iGaming operators.
No. Comm100 does not use customer data to train shared or general-purpose AI models. Where AI products learn from a specific customer’s knowledge base or conversation history, that learning is entirely scoped to that customer’s account and is not accessible to any other customer.
Yes. All six Comm100 AI products — AI Agent, AI Copilot, AI Insights, AI Knowledge, AI QA, and AI Training — are covered by Comm100’s SOC 2 Type II certification. The certification scope includes the full platform, not just non-AI products.
Yes. Comm100 offers full on-premises deployment for its AI products. AI Agent, AI Copilot, and other AI features operate entirely within the customer’s own infrastructure, with no data transmitted to external services.
Comm100 enforces strict data isolation between customer accounts at the infrastructure level. Each customer’s conversations, knowledge base content, training data, and AI configurations are siloed. No AI product can access data belonging to a different customer account.
Administrators can configure which intents AI Agent handles autonomously, set confidence thresholds for human escalation, restrict AI responses to approved knowledge base content, and enable or disable AI Copilot suggestions per team or department. Agents always retain final decision authority over AI-suggested responses.
Questions About How Comm100 AI Handles Your Data?
Contact our team to discuss your specific AI governance requirements, or download the security white paper for a complete overview of Comm100’s security practices.