The MongoDB Podcast

Podbit · The MongoDB Podcast

Don't Build Your Own AI (Unless You Have To)

Explore episode Mar 6, 2026

Where this was said

Security, Privacy, and the Data Training Concern

At 30:10 · chapter starts 28:40

Shane raises the concern that stops many enterprise AI conversations in their tracks: are third-party AI vendors secretly training their models on sensitive customer data? Akshaya's answer is unambiguous — no — and he explains the three-layered protection that justifies that confidence. At the contractual level, every AI model vendor Zendesk works with is bound by zero-retention and zero-training clauses, making it legally prohibited to store or learn from Zendesk's data. At the product level, Zendesk's reputation as one of the most secure CX platforms on the market means security is culturally embedded, not an afterthought. And at the infrastructure level, enterprise AI APIs ship with role-based access controls, encryption in transit and at rest, as a baseline. Internally, Zendesk follows the NIST playbook to ensure no customer data is compromised. His takeaway for any company building an AI product: security and privacy must be first-principles decisions, not bolt-ons, because customer trust is the asset you can least afford to lose.

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