AI identification
Callers and website visitors may interact with an AI assistant. The assistant must identify its AI role and must not impersonate a human or conceal that role.
Recording and transcription
Calls or conversations may be recorded or transcribed only when configured and disclosed. The opening experience provides the applicable notice before recording or transcription begins, and the customer must not remove or bypass that notice. If the required consent cannot be obtained, the configured recording or transcription path must remain off.
Approved business facts
The customer is responsible for approving and maintaining the services, service area, hours, qualification rules, calendar availability, escalation contacts and other facts used by the assistant.
Human handoff
The AI is limited to the approved path. Requests outside scope, uncertain answers and regulated or emergency decisions must be handed to a person instead of guessed.