Chatbot Privacy Policy

Last update February 24, 2020

Thank you for choosing to use the MET IT Chatbot. Our goal is to help you with common technical issues and questions. If you have any questions or concerns about this notice, please contact us at metit@bu.edu

In this privacy notice, we seek to explain to you what information we collect, how we use it, and what rights you have in relation to it. Please take some time to read this carefully, as it is important. I there are any terms in this privacy notice that you do not agree with or concern you, you can always request technical support from our Help Desk directly via metit@bu.edu or (617) 358-5401.

Please read this privacy notice carefully as it will help you make informed decisions about using our Chatbot.

Table of Contents

1. What information do we collect?
2. How do we use your information?
3. Will your information be shared with anyone?
4. How long do we keep your information?
5. Do we make updates to this policy?
6. How can you contact us about this policy?


1. What information do we collect?

In Short: The MET IT Chatbot will collect the various questions and answers provided by the user. The MET IT Chatbot will not request personal information and no additional information such as IP address is collected.

When a user asks a question or answers a question posed by the MET IT Chatbot, the information entered is collected and stored with a time stamp in the Google Dialogflow dashboard. No additional identifying information is collected such as IP address so collected questions/answers are anonymous.

Please note that the MET IT Chatbot may ask you to identify your affiliation with the school in order to better assist you. These questions are kept general (e.g. – Are you a student or a faculty member?) in order to protect your privacy. The MET IT Chatbot will not request personal information (e.g. – BU e-mail address, BU ID number, Name, etc) as these details are not required to provide answers to general help questions.

Should the MET IT Chatbot ever ask a question you are uncomfortable answering or request personal information, please discontinue use and contact metit@bu.edu immediately for assistance

2. How do we use your information?

In Short: MET IT employees will review recorded questions and answers regularly to verify if the MET IT Chatbot accurately answered the question or if new questions need to be added.

The MET IT Chatbot uses Google Dialogflow in order to handle all of the machine learning required to address your common technical questions. The collected questions and answers are used to determine what the accurate response is. MET IT employees will regularly review this collected data for the following reasons:

  1. Training: Although Google Dialogflow uses machine learning to correctly respond, the training process is done manually. Training is done by either confirming or correcting that the user response was correctly directed. The more correct and accurate responses, the better the machine learning algorithm will perform for future users.
  2. Updates: Collected data from you will help our team determine if new question/answer combinations need to be created for future users.

3. Will your information be shared with anyone?

In Short: MET IT will not share collected questions and responses from users.

The collected information from a MET IT Chatbot conversation session is only used for training purposes and updates for the machine learning algorithm. These details are not shared with other groups or individuals for any reason.

4. How long do we keep your information?

In Short: Questions and responses will be held for a minimum of a 1 year or until the data is considered no longer relevant or accurate.

MET IT will use the collected data for training and updates for a minimum of 1 year. Data will be deleted regularly if the data is found to be inaccurate or not relevant to the performance of the MET IT Chatbot.

5. Do we make updates to this policy?

In Short: This policy will be updated as necessary.

We will update this privacy notice from time to time depending on new features or the need to clarify further protections. The updated version will be indicated by an updated “Revised” date and the updated version will be effective as soon as it is accessible. Due to the size of our user base, policy updates will only be indicated on a limited basis through a notice on the main page of www.bu.edu/metit. We encourage you to review this privacy notice frequently to stay up to date.

6. How can you contact us about this policy?

If you have any questions or comments about this policy, you may email us at metit@bu.edu or contact our Help Desk line at (617) 358-5401.


End of Policy