AI Policy

1. Introduction

This AI Policy explains how we use Artificial Intelligence (“AI”) within our services, what safeguards are in place, and how we ensure compliance with the EU Artificial Intelligence Act, the GDPR, and other applicable laws.

We are committed to using AI responsibly, transparently, and in ways that protect our users’ rights.

2. Scope of AI Use

Our AI systems are used as chatbots and product assistants.

Their sole purpose is to:

Provide knowledge base answers
Help users search content on our website
Direct users to relevant sections of the site

The AI does not:

Make decisions affecting individuals
Process account data or personal information
Handle sensitive categories of data (such as health, biometrics, or financial data)

According to the EU AI Act, our systems fall into the category of minimal-risk AI.

3. Human Oversight

All AI inputs and outputs are logged and reviewed by human staff.
Users may rate chat interactions, and feedback is actively monitored.
The AI is designed as a support tool only — human contact options remain available at all times.
The AI does not replace human decision-making and cannot take any binding actions.

4. Transparency & User Rights

Users are clearly informed when interacting with the AI.
Use of the AI is entirely optional; users may instead use traditional navigation or contact humans directly.
The AI is limited to providing information from our own website and documentation.
Users have full rights under GDPR and the EU AI Act, including:

Access to their data
Correction and erasure rights
Right to lodge a complaint with a supervisory authority

5. Data Use & Training

AI systems are provided by Azexis Ltd
Underlying AI models are powered by trusted providers (currently OpenAI, though providers may change).
No personal data is used to train AI models.
Interaction data may be used to improve the quality of AI responses, but this is strictly limited to performance enhancement and does not involve sharing identifiable personal data.
AI data processing complies with our privacy policy.

6. Risk Management

An AI Risk Assessment will be carried out before deployment of new significant capabilities.
Since the AI is restricted to site content, risk of bias or unfair outcomes is considered low.
Logs are reviewed by staff to detect and correct any inaccuracies, inappropriate outputs, or signs of unintended bias.
The AI will never be used for prohibited practices (e.g., social scoring, biometric surveillance).

7. Compliance & Governance

We align our AI practices with applicable international standards
Responsibility for AI compliance and governance rests with our Data Protection & Compliance team.
A designated AI Governance Officer will be appointed to oversee risk management and policy updates.

8. Data Retention

Chat interactions may be retained while a user remains active, plus up to 6 months after account deletion.
Users may request deletion at any time (subject to legal retention obligations).
Logs may be anonymized and retained longer for system security and performance monitoring.

9. Review & Updates

This AI Policy will be reviewed at least annually.
Significant updates to AI functionality will trigger a review and update of this policy.

10. Contact

For questions or concerns about this AI Policy, please contact us.