Tag Archives: Jim Pastore

Mitigating AI Risks for Customer Service Chatbots

by Avi Gesser, Jim Pastore, Matt Kelly, Gabriel Kohan, Melissa Muse and Joshua A. Goland  

photos of authors

Top left to right: Avi Gesser, Jim Pastore, and Matt Kelly. Bottom left to right: Gabriel Kohan, Melissa Muse and Joshua A. Goland (photos courtesy of Debevoise & Plimpton LLP)

Online customer service chatbots have been around for years, allowing companies to triage customer queries with pre-programmed responses that addressed customers’ most common questions. Now, Generative AI (“GenAI”) chatbots have the potential to change the customer service landscape by answering a wider variety of questions, on a broader range of topics, and in a more nuanced and lifelike manner. Proponents of this technology argue companies can achieve better customer satisfaction while reducing costs of human-supported customer service. But the risks of irresponsible adoption of GenAI customer service chatbots, including increased litigation and reputational risk, could eclipse their promise.

We have previously discussed risks associated with adopting GenAI tools, as well as measures companies can implement to mitigate those risks. In this Debevoise Data Blog post, we focus on customer service chatbots and provide some practices that can help companies avoid legal and reputational risk when adopting such tools.

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NYDFS Proposes Significant Changes to Its Cybersecurity Rules

by Luke Dembosky, Avi Gesser, Erez Liebermann, Jim Pastore, Charu A. Chandrasekhar, H. Jacqueline Brehmer, Michelle Huang, and Mengyi Xu.

On July 29, 2022, the New York Department of Financial Services (“NYDFS”) released Draft Amendments to its Part 500 Cybersecurity Rules, which include a mandatory 24‑hour notification for cyber ransom payments, annual independent cybersecurity audits for larger entities, increased expectations for board expertise, and tough new restrictions on privileged accounts. There will be a very short 10-day pre-proposal comments period (ending August 8, 2022), followed by the publishing of the official proposed amendments in the coming weeks, which will start a 60-day comment period.
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A New Era of Federal Trade Commission (“FTC”) Privacy and Cybersecurity Oversight: Top Ten Things Companies Should Know When Assessing FTC Compliance and Exposure

by Luke Dembosky, Avi Gesser, Ted Hassi, Paul D. Rubin, Jim Pastore, Johanna Skrzypczyk, Leah Martin, Melissa Runsten, and Christopher S. Ford

Companies developing FTC compliance programs, or under investigation by the FTC’s Bureau of Consumer Protection, should be aware of significant developments impacting the Commission’s regulatory authority and enforcement priorities.

Despite a number of recent judicial defeats that have significantly hampered the FTC’s ability to obtain: (1) injunctive relief when purported violative behavior is not ongoing; and (2) monetary remedies in federal court under Section 13(b) of the Federal Trade Commission Act (the “FTCA”), new FTC Chair Lina Khan has indicated that the FTC intends to aggressively enforce existing FTC consumer protection laws—and in particular alleged privacy and cybersecurity violations.

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Key Takeaways from the First Year of CCPA Enforcement

by Jeremy Feigelson, David Sarratt, Jim Pastore, Johanna N. Skrzypczyk, H. Jacqueline Brehmer, and Christopher S. Ford

On July 19, 2021, California Attorney General Rob Bonta announced his first-year enforcement update on the California Consumer Privacy Act (CCPA), and unveiled a tool to help the Attorney General’s office (CAAG)—the primary enforcer of the CCPA until the California Privacy Protection Agency takes over—identify CCPA violations. 

Over a year ago, on July 1, 2020, the first day of enforcement, the CAAG sent a number of statutorily-required violation notices to companies, making clear that the CAAG planned to aggressively enforce the statute.  Last week’s update is a clear continuation of this trend, with the CAAG introducing a new tool that California residents can use to easily report violations to the Attorney General’s office.  The CAAG also put the market on notice by providing enforcement statistics and examples of potential enforcement actions.  Both the tool and examples provide much-needed guidance on the CAAG’s enforcement priorities for the CCPA.    

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Seven Tips for Reducing CCPA Litigation Risks – Lessons from the First 18 Months

by Jeremy Feigelson, Avi Gesser, Jim Pastore, Johanna Skrzypczyk, Christopher S. Ford, Alexandra P. Swain, and HJ Brehmer

Since the implementation of the California Consumer Privacy Act (“CCPA”) 18 months ago, more than 75 lawsuits have been filed seeking damages using the Act’s private cause of action. The CCPA provides a cause of action to “[a]ny consumer whose nonencrypted and nonredacted personal information . . . is subject to an unauthorized access and exfiltration, theft, or disclosure as a result of the business’s violation of the duty to implement and maintain reasonable security procedures.” Consumers can seek damages for any harm actually incurred as well as statutory damages ranging from $100 to $750 per consumer per incident.

Not surprisingly, in these early days of CCPA private actions, plaintiffs are trying to push the boundaries of the law and testing who, when, and why a CCPA claim may be brought. In this post, we offer practical tips for reducing CCPA risk based on a review of the cases filed to date and the treatment of those cases in the courts. 

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Effective Access Controls, Timely Breach Notification, and Other Takeaways from the Latest NYDFS Cyber Resolution

by Luke Dembosky, Jeremy Feigelson, Avi Gesser, Jim Pastore, Johanna Skrzypczyk, Christopher S. Ford, Parker Eudy, and Mengyi Xu

On April 14, 2021, the New York State Department of Financial Services (the “DFS”)  announced that its cyber-enforcement action against National Securities Corporation (“National Securities”) has been resolved by a Consent Order (PDF: 550 KB) that imposes a $3 million penalty. This is the latest step in the DFS’s very active cyber-enforcement agenda. The charges against First American Title Insurance Company are pending with an August 16 hearing date, and last month, the DFS reached its first full cybersecurity resolution with Residential Mortgage Services.

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First Resolution by the DFS Under Its Cyber Rules Highlights the Risks of Inadequate Cyber Investigations and the Importance of Satisfying State Breach Notification Obligations

by Luke Dembosky, Avi Gesser, Jim Pastore, Chris Ford, Alexandra Mogul, and Sarah Smith

Last year, we discussed the first enforcement action brought by the New York State Department of Financial Services (“DFS”), which involved charges against First American Title Insurance Company. That hearing is scheduled for March 22.

On March 3, 2021, the DFS reached its first full resolution under its Part 500 Cybersecurity Regulation, a Consent Order with Residential Mortgage Services that imposes a $1.5 million penalty for several violations including:

  • Failure to investigate whether an attacker, who compromised a single email mailbox, accessed private data of individuals.
  • Failure to satisfy various state breach notification obligations.
  • Failure to notify the DFS of the incident.
  • Failure to conduct a cybersecurity risk assessment, as required by Part 500.

In addition to the $1.5 million fine, Residential Mortgage must undertake various risk mitigation measures to prevent future incidents.

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Destruction Emerges as a Powerful Enforcement Measure for AI: FTC Requires Company to Delete Models Trained with Improperly Utilized Consumer Data

by Jeremy Feigelson, Avi Gesser, Jim Pastore, Justin C. Ferrone, Anna R. Gressel, Paul D. Rubin, and Melissa Runsten

For those following emerging artificial intelligence (“AI”) regulations and enforcement closely, one issue of great interest is remedies. In particular: in what circumstances, if any, would regulators or courts find that a flawed machine learning or AI model must be scrapped entirely? A hot-off-the-press decision from the U.S. Federal Trade Commission (the “FTC”) suggests regulators will not shy away from saying “scrap it.”

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Court Chips Away at Privilege Protections for Cyber Forensic Reports

by Jim Pastore, Luke Dembosky, Jeremy Feigelson, Avi Gesser, Corey Goldstein, and Mengyi Xu

On January 12, Judge James Boasberg of the U.S. District Court for the District of Columbia granted plaintiff Guo Wengui’s motion to compel production of a report (the “Report”) —and related materials—prepared by forensic vendor Duff & Phelps in Guo’s lawsuit against the law firm that formerly represented him, Clark Hill, PLC (the “Firm”). See Wengui v. Clark Hill, PLC, No. 19-cv-3195 (JEB), 2021 WL 106417 (D.D.C. Jan. 12, 2021). The court rejected claims the Report was protected by the work-product doctrine and attorney-client privilege.

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Post-Election Law Privacy Law Prospects

by Jeremy Feigelson, Avi Gesser, Jim Pastore, Frank Colleluori, Mengyi Xu, Jeffrey Cunard, Luke Dembosky, and Tigist Kassahun

California voters have approved the new California Privacy Rights Act (“CPRA”). The margin was 56% – 44% – comfortable, if significantly tighter than pre-election polling that showed CPRA winning in a landslide. That comes on the heels of the California Attorney General’s release of still more proposed amendments to the regulations for the existing California Consumer Privacy Act (“CCPA”). Below we sum up these important changes emerging from Sacramento. We also note some possible Election Day impacts on the privacy law reforms that have been percolating in Washington, D.C.

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