Connecticut’s Public Utilities Regulatory Authority devoted a sizeable portion of Nov. 21 evidentiary hearings to cybersecurity, privacy and artificial intelligence as applied to customer service.

The attorney general’s office and OCC asked for narrative descriptions of incident response capabilities, risk management and a day‑one integration plan for how Charter and Cox would combine cybersecurity and privacy operations. Commissioners signaled that sensitive operational details would be filed under protective order if necessary. PURA designated that cybersecurity narratives and integration timelines be provided as late‑filed exhibits.

Attorney McCormick (AG staff) pressed the witnesses on chatbot and AI practices. Charter confirmed it operates an interactive virtual assistant and that customers can request a live agent; the company said chatbot interactions are linked to internal systems so staff can assist account‑specific requests, and that those interactions are governed by the company’s privacy policies and applicable opt‑out/opt‑in rules for sensitive data.

On a pointed question about dataset reuse, the hearing recorded that chatbot conversation data could be scraped and used to inform or train large language models; PURA ordered related late‑file exhibits on chatbot governance, what customer data the chatbot accesses, and whether any chatbot‑derived data is sold or used commercially.

Companies said some cybersecurity materials are confidential by statute or protective order; PURA asked for public summaries and confidential filings where appropriate. The commission left the record open for the ordered exhibits and will evaluate them as part of its public‑interest review of the merger application.