What is Dr SWOOP?

Dr SWOOP is a Generative AI bot that helps person use SWOOP better and improve communication and collaboration. It has been trained on content that relates to SWOOP Analytics such as our support articles and content posted on our website such as blog posts, case studies and benchmarking reports.

How does it work?

There are two version of Dr SWOOP:

• Extended version (based on Azure OpenAI)
• Limited version (based on the Chatbase AI)

The limited version will be phased out over time and will be replaced with the extended version. During a transition period both versions will be available. If you see the 'insights icon' next to a report, then you have the extended version. The insights icon shows two small stars and will appear in the report header like this:

Extended Version (based on Microsoft Azure OpenAI)

The extended version of Dr SWOOP is built with Microsoft Azure OpenAI and is hosted in the same Azure region as your SWOOP instance. It is initiated in one of the following ways:

1. A person launches Dr SWOOP by clicking on the owl icon, and enters a chat prompt, for example "What is the best time to post a news article on our intranet?"
   
   
   
   The SWOOP Analytics Engine AI Endpoint sends the chat prompt to the  Azure OpenAI endpoint.
   
   
2. A person clicks the Dr SWOOP insights icon which trigger a chat prompt to be sent to Dr SWOOP without the need for the person to type anything.
   
   The SWOOP Analytics Engine AI Endpoint retrieves the customer data included in the relevant SWOOP report, and a custom chat prompt is sent to the Azure OpenAI endpoint with pre-defined instructions that are unique for the each insights icon.

Answers generated by Dr SWOOP

In both instances, the Azure OpenAI endpoint passes the chat prompt to a search index (RAG), and a Large Language Model returns to the Azure OpenAI Endpoint the relevant answer. The Analytics Engine AI Endpoint delivers the reply to the person in the Dr SWOOP interface.

Data Protection and Privacy

Dr SWOOP is hosted in the same Azure data centre as where the customer's SWOOP instance is hosted. In other words, no customer data is being moved to another Azure region.

For privacy and security refer to Microsoft's support documentation that highlights the following:

"Your prompts (inputs) and completions (outputs), your embeddings, and your training data:

• are NOT available to other customers.
• are NOT available to OpenAI.
• are NOT used to improve OpenAI models.
• are NOT used to train, retrain, or improve Azure OpenAI Service foundation models.
• are NOT used to improve any Microsoft or 3rd party products or services without your permission or instruction.
• Your fine-tuned Azure OpenAI models are available exclusively for your use.

The Azure OpenAI Service is operated by Microsoft as an Azure service; Microsoft hosts the OpenAI models in Microsoft’s Azure environment and the Service does NOT interact with any services operated by OpenAI (e.g. ChatGPT, or the OpenAI API)."

Limited Version (based on Chatbase AI)

In the limited version Dr SWOOP doesn’t know who you are and doesn’t have access to any of your SWOOP Analytics data.

You can use it like you use a search engine and ask general questions like "What is the Mention Index in SWOOP?". If you give it some clues, Dr SWOOP could also recommend ideas for improvement. For example, you could ask:

• “My community’s Curiosity Index is 5%. Is that good? What can I do to improve?”.
• “What are your top recommendations for creating a vibrant community?”
• “What insights from SWOOP can I use to make my intranet better?”

The underlying technology used to deliver Dr SWOOP is a combination of two technologies. One is OpenAI which provides a general large language model that allows Dr SWOOP to respond in a human-like voice. The other technology (Chatbase.co) is used to house the SWOOP-specific content upon which the answers are generated. When you enter a prompt in Dr SWOOP,  Chatbase will combine your prompt with relevant content from SWOOP (content and instructions) and send this to OpenAI via an API call. The response is then delivered to you by Dr SWOOP.

Data Protection and Privacy

When you enter data into Dr SWOOP your prompts and the associated replies (together referred to as 'chat logs') will be stored on disks. All the data is encrypted. The content of the chat logs is hosted on secure Google/AWS servers located in the US-east region. SWOOP Analytics have access to all chat logs, but no identifier enables SWOOP to determine who is using Dr SWOOP.

Chatbase is using OpenAI's API to generate the answers, so will forward the user's prompt along with relevant SWOOP content to OpenAI. According to  OpenAI's Data Usage Policy OpenAI does not use data submitted by customers via their API to train OpenAI models or improve OpenAI's service offering.

Note: SWOOP is in the process of transitioning Dr SWOOP into Microsoft Azure Open AI (see 'Extended Version' further above, and Dr SWOOP based on Chatbase will be retired.

Considerations and actions taken in the development of Dr SWOOP

Privacy
Objective: Ensure that the content you use for training respects the privacy and consent of individuals mentioned in the data.

Actions taken: All the data that is made available for the bot to be trained on has been approved for public release by authorised employees in SWOOP Analytics. It is not required that the person using the bot provide it with a name, email or similar. The bot does not know who the person using it is, and SWOOP Analytics does not store any information that can be used to identify a person using the bot. 

Bias
Objective: Be mindful of potential biases in your content. If your data reflects biases, the model may inherit and perpetuate them. Strive for fairness and inclusivity in your training data.

Actions taken: Our content is a mix of benchmarking results and commentary on insights derived from them. The benchmarking results make use of large datasets inclusive of all employees that have been active on the platforms we are analysing. The results are statistically based and therefore less prone to bias. Our commentary and case studies reflect our collective experience of “what good looks like”. It will reflect our own biases for what “good practice” looks like, and our selected case studies will reflect this. Given the intent of our benchmarking, we don’t believe such a bias is harmful; in fact quite the opposite.

Transparency
Objective: Clearly communicate to users that they are interacting with a bot and explain the limitations of its knowledge and capabilities.

Actions taken: The bot introduces itself as a bot, and it explains what material it has been trained on.

Reliability
Objective: Ensure that the information provided by your bot is accurate and reliable. Misinformation can have serious consequences, so be cautious about the quality of the content you use for training.

Actions taken: Only published material is provided to the bot. This material has undergone peer and editing reviews. We have created a separate standalone ‘what good looks like’ table for all products, so this can be updated independently and instructed the bot to always look at this source when referring to or using goals/targets.

User well-being
Objective: Prioritize the well-being of users. Avoid engaging in activities that may harm users emotionally or psychologically. Monitor the interactions and be ready to intervene if the bot is being used inappropriately.

Actions taken: Bot is instructed to only answer questions about the material it is trained on. We review the reports to see which questions are being asked.

Legal
Objective: Ensure that your bot complies with relevant laws and regulations, especially those related to data protection, privacy, and online behavior.

Actions taken: The bot does not capture or store information about the people who use it. It has been instructed to only provide responses that relate to improving communication and collaboration.

Monitoring and maintenance
Objective: Regularly monitor and evaluate the performance of your bot. Implement mechanisms for users to provide feedback, and use that feedback to improve the bot's behavior.

Actions taken: Enable tusers to submit feedback via our support portal available in the window where the chatbot is embedded. We review reports to see which questions are being asked. We review all answers with a confidence score of less than 0.8 and suggest revised answers.

Openness and Accountability

Objective: Be transparent about your development process, and be ready to take responsibility for the actions of your bot. Provide clear channels for users to seek clarification or express concerns.

Actions taken: We publish a support article (this page) for how the bot is developed and used. This is linked to the bot interface. Also, we provide a link to our support portal where people can provide feedback or raise issues.

Your Responsibilities

You, as the user, are responsible for ensuring that your use of Dr SWOOP complies with the policies and guidelines set forth by your organisation, including but not limited to those related to data privacy, security, and the use of artificial intelligence tools. It is your duty to be informed about and adhere to any restrictions your organisation may have on the use of external AI tools.

You must not input, upload, or otherwise provide access to data that is confidential or proprietary to your organisation unless you are authorised to do so and such actions comply with your organisation's policies. You are responsible for ensuring that the information you provide does not infringe upon the privacy rights or intellectual property rights of others.

SWOOP Analytics owns the intellectual property rights for the answers generated by Dr SWOOP. As per our contractual terms, SWOOP Analytics will defend our customers against all claims made against a customer by any third party alleging that the customer’s use of the software under the terms of the agreement infringes the intellectual property rights of that third party 

Enabling and Disabling Dr SWOOP

Given that organisations are still formulating their policies for the use of AI we have decided that Dr SWOOP will be disabled as a default. That means that until a SWOOP admin enables it, it will not be visible.

Steps to enable Dr SWOOP (must be performed by a person who is a SWOOP admin)

1. Log on to SWOOP.
2. Click Admin / Dashboard and locate the Dr SWOOP settings.
3. Select "Show" to enable everyone who can access SWOOP to also access Dr SWOOP. Alternatively, select "Admin" to enable Dr SWOOP only to people who are SWOOP admins.

When Dr SWOOP is enabled you will see this floating icon in the lower right corner:

If you have enabled Dr SWOOP, but the chat interface doesn't appear when you click on the icon it is most likely due to an ad-blocker or similar technology that is preventing Dr SWOOP from loading. Please contact your local IT support to have this resolved.