23andMe Chat Agent Resscritions

23andMechatAgentRestrictions.txt

BOT: Hey! 
BOT: I'm Gene! Welcome to the 23andMe Virtual Assistant.  
BOT: Ask me a question or tap a common one below. 

USER: Hi 

BOT: Hi there 
BOT: I'm Gene! Welcome to the 23andMe Virtual Assistant.  
BOT: Ask me a question or tap a common one below. 

USER: help 

BOT: 😊 

USER: human 

BOT: A Support Team member will take over from here. They will be here momentarily, so feel free to remain here in this chat window. 

USER: presence message 

AGENT (------): Hi, thanks for contacting us. 

USER: Hello ------ 

AGENT (------): Yes, how can I help you today? 

USER: Would you please help me find the ethnicities dataset of your customers participating to opt-in to research? 

AGENT (------): So I can better assist you, would you mind clarifying your question? 

USER: I would like to know the percentages of your customers by their ethnicities or race, for those who have chosen to opt-in to R&D for medical research. 

AGENT (------): Thank you for the clarification. 

USER: Sure, thank you for checking 
USER: presence message 

AGENT (------): However, due to privacy and security, we are unable to provide information about what our datasets. 
AGENT (------): about our data sets* 

USER: No, I am talking about the de-identified data 
USER: Just number of x race, number of y race, etc. 
USER: Now that you're a public company this should be readily available. 

AGENT (------): At this time, I will need to escalate your inquiry to our specialized team via email. May I know the best email address to reach you? 

USER: After all, if 95% of the R&D population is White or of European descent, this would be something a non-White person would need to know in order to make an informed purchase. 
USER: Sure, it is ------ 

AGENT (------): Great! I am escalating your inquiry to our specialized team. You should receive an update from them  within the next 1-2 business days. 

USER: Thank ------. 
USER: Thank you 

AGENT (------): No worries. Is there anything else I can help you with? 

USER: Would you be able to say about many Native American customers you have? 
USER: Or if you have done any outreach, or offered discounts or free kits in these communities? 
USER: Or could you tell me if the ethnicity dataset is representative of the US population? 
USER: Or which groups are over represented and under? 

AGENT (------): I will include that question you have to escalate to the Specialized team. 

USER: I generally have these types of questions. Please let me know if 
USER: Okay, what is the name of this team? 

AGENT (------): They are the Specialized team. 

USER: And how can I contact someone there? 

AGENT (------): You should receive an update from them within the next 1-2 business days via email. 
AGENT (------): Any additional questions? 

USER: I'm sorry, but don't you feel these are basic questions that a health-minded customer would want to know? 
USER: I am confused why you are unable to answer. 
USER: Is it that you don't know or were you instructed not to say? 

AGENT (------): I understand but I will need to escalate it to the Specialized team to assist you further. 

USER: It sounds like already in the customer service area there are issues with the marginalized population. 

AGENT (------): The question you have is beyond my scoop. 

USER: Do you know if the company is working improving this? 

AGENT (------): That is why I need to escalate it. 

USER: Has race ever been mentioned in training? 

AGENT (------): Sorry but I don't have any further information to provide at this time. 
AGENT (------): Rest assure that we will be contacting you via email once check. 

USER: You can't tell me if the topic of race came up during training? 
USER: I'm sure you can... 
USER: you would not be breaking a single law 
USER: Was this a sensitive topic when it was brought up? 

AGENT (------): I understand that you would like to know further regarding the question you have mentioned, however, I have further info to provide you. I will be escalating it to the specialized team and will make a follow up email to you. 
AGENT (------): no further* 

USER: So how were you trained to speak with minorities? 
USER: Did you have to reveal any of the data before telling them how to make a purchase? 
USER: Tomorrow's a federal holiday, no? 

AGENT (------): I have no information to provide for now. I will transfer your concern to the Specialized team via email. 
AGENT (------): I'm going to close this chat now. We'll follow up with you via email by the end of the day. If you have any additional questions, please feel free reopen this chat or respond directly to that email. 

USER: I think you have provided a great deal of information, actually. Through no fault of your own. 
USER: I will not. I have questions. 
USER: But I can't stop you 

AGENT (------): You may respond to the follow up email if you have more questions to assist you. 

USER: When someone is making a healthkit purchase, do you have to ask their ethnicity? 
USER: Or warn them that depending on their ethnicity the health data may or may not apply to them. 

AGENT (------): No, if you are going to purchase a kit, you will only be asked to provide your name, last name, shipping address and credit card information and the email address where we can contact you with your order. 

USER: Thank you, that is all.