Workativ AI
GenAI-based IT support tool that enables proactive service desk operations through AI-powered monitoring and predictive issue prevention. Features LLM-powered self-service chatbots and automated ticket triage using pattern recognition.
Workativ's AI platform drives service desks toward proactive problem mitigation by monitoring organization-wide systems and analyzing data to prevent issues before they occur. The solution includes notification workflows that identify problems like password expiry and alert users preemptively. Its generative AI capabilities enable knowledge creation and self-learning from chat experiences, generating consolidated answers from hybrid company data. The platform automates manual ticket triage by identifying patterns in ticket data and routing specialized issues to appropriate teams, significantly improving resolution speed and IT leader efficiency.
The DPA and Privacy Policy state that Workativ processes Service Data 'solely on the documented instructions of Client'
The DPA and Privacy Policy state that Workativ processes Service Data 'solely on the documented instructions of Client'
Moderate risk. Suitable for internal data but avoid confidential information.
The DPA and Privacy Policy state that Workativ processes Service Data 'solely on the documented instructions of Client' and that they are a processor, not controller. However, the Privacy Policy explicitly authorizes processing Service Data for 'service improvement and enhancement' including to 'develop new products and services,' which implies potential use for AI training. No explicit opt-out mechanism is documented for this improvement clause.
“[Privacy] 'You expressly authorize us and our service providers we use to process the Service Data in our systems to (i) provide, improve, enhance, support and operate the Service(s)...and (iii) compile statistical reports and record insights into usage patterns.'”
The ToS grants Workativ a 'royalty-free, worldwide, transferable, sub-licensable, irrevocable and perpetual license' to use feedback and suggestions, but explicitly states 'We claim no intellectual property rights over the content You upload or provide to the Service(s).' This creates ambiguity: user-generated outputs appear to remain with the user, but the broad feedback license and service improvement language create moderate concern about scope.
“[ToS] 'We shall have a royalty-free, worldwide, transferable, sub-licensable, irrevocable and perpetual license to incorporate into the Service(s)...any suggestions, enhancement requests, recommendations or other feedback We receive from You' and 'We claim no intellectual property rights over the content You upload or provide to the Service(s).'”
The Privacy Policy states data is shared with 'third-party service providers' and 'Sub-Processors' for service delivery, with confidentiality obligations mentioned. The DPA requires notification of sub-processor changes with 30-day objection rights and lists AWS and PIPL as sub-processors. However, the Privacy Policy also mentions sharing with 'third-party partners for onboarding and support' without detailed DPA requirements, creating moderate concern about scope of third-party access.
“[Privacy] 'With third party assisting us in providing you with the Service(s). Our Sub-Processors are given access to Customer's Account and Service Data only as reasonably necessary to provide the Service(s) and will be subject to confidentiality obligations' and [DPA] 'Workativ Software Solutions LLC shall use AWS and PIPL as sub processors with Security and Privacy requirements full filled.'”
The ToS specifies that Service Data is retained for 2 months after account termination before deletion 'during the normal course of operation,' but uses vague language ('during the normal course of operation'). The DPA states data 'shall be deleted or de-identified after the processing is complete (This is after the retention period selected is complete)' but does not specify what retention periods are available or how they are selected. This creates moderate concern about clarity and enforcement.
“[ToS] 'Any associated Service Data shall be retained for a period of 2 months from the date of termination of Your Account beyond which it shall be deleted during the normal course of operation' and [DPA] 'The Data shall be deleted or de-identified after the processing is complete (This is after the retention period selected is complete).'”
The ToS explicitly states 'We claim no intellectual property rights over the content You upload or provide to the Service(s).' This is a clear, unambiguous statement that the user/company retains all IP ownership of outputs generated through the service. No restrictions on commercial use or vendor claims to outputs are mentioned.
“[ToS] 'We claim no intellectual property rights over the content You upload or provide to the Service(s).'”
The Security page explicitly lists multiple certifications: ISO 27001 Certified, SOC II Certified, GDPR Compliant, HIPAA Compliant, and ISO/IEC 27701:2019 Certified. The DPA confirms 'Workativ Software Solutions LLC is certified to Information Security Management as per ISO 27001:2013' and states compliance with 'ISO 27001:2013, ISO 27701:2019 and EU GDPR requirements.' These are enterprise-grade certifications meeting the highest standards.
“[Security] 'ISO 27001 Certified...SOC II Certified...GDPR Compliant...HIPAA Compliant...ISO/IEC 27701:2019 Certified' and [DPA] 'Workativ Software Solutions LLC is certified to Information Security Management as per ISO 27001:2013' and 'shall comply with all statutory and regulatory requirements, ISO 27001:2013, ISO 27701:2019 and EU GDPR requirements.'”
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