Did you know that your technical devices have the potential to break your customers' confidentiality if you are only in the consulting environment? Imagine that you have worked a full day to see a number of customers for the various problems they face. At the end of the day, snuggle up on the couch and scroll through your phone's applications. You'll notice numerous ads and suggestions related to the topics customers have shared. For example, imagine a customer reporting a traumatic event that happened in the Catskills, and now you have Airbnb suggestions for that area, as well as resources to deal with sexual abuse.
You may be asking yourself: "How did this happen? Did my phone listen to our session? “The answer could be yes.
In other cases, you may not be made aware that your phone has been listening, but it is important to know that it has this feature. The reason for this is the Voice Assistant technology on your devices. These devices listen continuously during operation. For example, the Apple iPhone is waiting for the word "Siri". everything that is said afterwards is considered an order. The same applies to Amazon's voice assistant, Alexa, and Google Assistant. Each of these devices waits for their name to be called so that they can get the support they want.
However, it was found that the devices sometimes confuse certain words and are activated unintentionally.
Last July, The Guardian newspaper reported shocking reports from an Apple contractor. This whistleblower reported that Apple contractors "regularly hear confidential medical information, drug dealers, and records from couples who have sex as part of [Apple contractors’] quality control." These employees are responsible for evaluating the responses of the company's Siri voice Assistant. For example, workers evaluate whether Siri's response was accidental or deliberate and whether Siri's response was appropriate.
But what does that mean for professional consultants? Just think of violating privacy and violating confidentiality concerns.
Concerns of the language assistant in the consulting environment
In the next section, a hypothetical advisory bureau is presented to resolve some of the confidentiality concerns related to the advisory experience with technological language assistants. Consider whether you consider these concerns in your consent form with customers. Would these events comply with the Health Insurance Portability and Accountability Act (HIPAA)?
Waiting room: Consultants strive to create a warm and inviting environment in which customers feel comfortable because they are in a vulnerable situation. Maybe some relaxing music is playing in the waiting room. Keep in mind that Alexa is programmed to play through various playlists of soothing songs throughout the day.
When customers wait or end their sessions, they may need to discuss billing with the front desk or call their insurance companies. Customers can even answer a call for other purposes during this time. Alexa hears all of these conversations all day. Therefore, there is a possibility that customers will have access to this "safe place" where personal information is shared with Alexa and those who monitor Alexa or can access Alexa records.
Additionally, customers may not even notice that their smartphone's voice assistant can listen while they discuss billing, diagnostics, and plans in your office. The same applies to all other smartphones in the waiting room, including those used by the reception staff.
In session: When clients and consultants meet in an office, security is a concern. For this reason, advisors can keep their phones in their pockets or nearby if they need help. Some websites may even require consultants to have a mobile phone at all times. However, the voice assistants on these phones can now access the dialog that is taking place in the room. This also means that anyone who monitors the voice assistants has access. What was intended as a safe place for customers to raise and address concerns is now at risk.
Can you imagine that as a consultant you support a group and that every customer has a smartphone with a voice assistant? Also keep this in mind when taking notes on an iPad with Voice Assistant technology. As consultants, we understand that there are some limits to confidentiality. However, these voice assistant technologies can reveal information about customers and advisors that were once considered confidential information.
Disconnect: Not considered liable
A number of considerations must be taken into account by both the advisor and the client regarding the confidentiality of meetings when there is technology for voice assistants. This problem should primarily be addressed. Once you are aware of the implications for your practice, it is your ethical responsibility to discuss these options with your customers.
According to the ACA Code of Ethics of 2014, customers have the right to confidentiality and an explanation of the limits (standard A.2.b.). Taking these limits into account, customers have the right to make an informed decision as to whether they would like to participate in advisory services with you (standard A.2.a.).
If you choose to use Voice Assistant technologies, you must inform customers of the benefits and risks before beginning the consultation. This statement is not only limited to the consultant who uses these technologies, but also recognizes whether the advice center allows their employees or customers to use these technologies. If your site does not use Voice Assistant technologies, you must specify which protocol is used. For example, are all cell phones turned off? How is that regulated?
What if your site needs cell phones for security reasons or customers are unwilling to turn off their phones? How can you protect your customers' confidentiality and comply with HIPAA regulations? The simple answer is to turn off your voice assistant technologies. You might consider mentioning the confidentiality risks in your consent form and then providing some of the instructions below to disable these technologies.
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To turn off Siri for iPhones and iPads, follow these instructions:
1) Open your settings.
2) Click Siri and search.
3) Turn OFF and listen to "Hey Siri".
4) Turn off, press Home (or side key) for Siri.
5) Deactivate Siri if he is locked.
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To disable Hey / OK Google, follow these instructions:
1) Open your settings.
2) In the Google Assistant, tap Settings again.
3) Under Devices, tap Phone.
4) Disable access with Voice Match / Assistant.
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Follow these instructions to disable Amazon Alexa:
1) Open your settings.
2) Select Alexa Privacy.
3) Tap Manage How Your Data Improve Alexa.
4) Disable "Help improve Amazon services and develop new features" by tapping the switch.
5) Confirm your decision.
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With these steps, customers can make a selection and at the same time be informed about the risks of their selection. In group counseling, however, I would recommend, for reasons of customer confidentiality, not to allow any customer to keep their cell phones, iPads, or other voice assistant technologies.
Since these devices can basically travel with us anywhere, our conversations are monitored for product improvements. However, our confidentiality is violated. Currently, customers can keep the level of confidentiality they originally agreed to with some simple options to disable these technologies.
As consultants, we take many precautions to protect the confidentiality of our customers. I recommend that you turn off the Voice Assistant technology options to prevent your devices from being the reason you are responsible for the breach of confidentiality. As technologies evolve, we as consultants must be able to consider the impact on the consulting environment.
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Nicole M. Arcuri Sanders is a licensed professional advisor, certified advisor, licensed clinical supervisor, and core faculty at Capella University at the School of Counseling and Human Services. Contact her at [email protected].
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The opinions and comments expressed in articles from CT Online do not reflect the opinions of the editors or guidelines of the American Counseling Association.
