CCPA Compliance

The California Consumer Privacy Act (CCPA) is a state statute intended to enhance privacy rights and consumer protection for residents of California, United States.

CCPA provides a range of consumer protections for California residents. You can read the entirety of the legislation here. Below we'll cover pertinent areas as it pertains to Snaps and conversational AI more broadly.

Bot Disclosure

Under CCPA, it is unlawful to not disclose that a California resident is talking to an automated assistant:
"It shall be unlawful for any person to use a bot to communicate or interact with another person in California online, with the intent to mislead the other person about its artificial identity for the purpose of knowingly deceiving the person about the content of the communication in order to incentivize a purchase or sale of goods or services in a commercial transaction or to influence a vote in an election. A person using a bot shall not be liable under this section if the person discloses that it is a bot."

At Snaps, our conversational design team has long considered it a best practice to say up front that a user is talking to an automated assistant and recommending a few key flows a user may go down. In addition, Snaps has a range tooling to make it clear when a user is chatting with with an automated assistant or a human agent. See Agent avatars & Chat avatars.

Whether or not your conversational AI would be liable under the stipulation laid out above, it's always a conversational UX best practice to set expectations for your end users.

Reach out to your customer success manager if you'd like to further discuss how your experience is currently conforming to CCPA or other standards.