Customer and candidate data
Personal data in sales, support and recruiting tools: what's needed, what's protected, and what's illegal to use.
Start: Personal data at workAbout this pack
Customer and candidate data teaches how to use people's personal data with AI in sales, support and recruiting. Use only what the task needs, keep raw transcripts out of customer-facing bots, and answer access requests on time. You'll also see where hiring and workplace AI meet the law, including GDPR, the EU AI Act and New York City's rules on hiring tools.
Best for: Anyone who handles customer, candidate or employee data with AI, in sales, support, recruiting or HR.
Good for
- Trimming prompts and files to the data the task needs
- Redacting support transcripts, including details that identify someone indirectly
- Spotting a data access request and answering it in time
- Checking hiring and monitoring AI against the rules before it's switched on
Where people slip
- Adding raw support transcripts to an AI agent's knowledge sources
- Forgetting that AI notes and transcripts can be part of an access request
- Using hiring filters that stand in for protected traits
- Relying on employee consent to justify workplace monitoring
Can I put customer data into an AI tool?
Only what the task needs, in a tool approved for that data, on the right account. Health, religion, ethnicity and other special category data need extra care. Your company's rules and your client contracts set the rest.
How long do I have to answer a data access request?
Under GDPR, one month. It can be extended by two more months when needed, but you must tell the person within the first month and say why. AI notes and transcripts about them can be in scope.
Is AI hiring software legal?
It can be, with conditions. The EU AI Act treats AI that filters or evaluates candidates as high-risk, with duties applying from 2 December 2027. New York City requires a bias audit within the past year and notice to candidates before an automated hiring tool is used.
Can employers use AI to read employees' emotions?
In the EU, AI that infers workers' emotions from biometric data, such as voice tone, has been banned at work since 2 February 2025. Medical and safety uses are the exception. Rules elsewhere differ.
Use personal data with care
Spot personal and special category data, and give AI only what the task and its purpose need.
0 of 2 lessons completeCustomer data in support and sales
Use support transcripts safely with AI and handle access requests on time.
0 of 2 lessons completeFair AI in hiring and at work
Use recruiting and workplace AI within the EU AI Act, GDPR and local hiring rules, with people making the decisions.
0 of 2 lessons complete