This is particularly important for AiEngage because AI Agents and AI Calling are a major part of your positioning.
1. Purpose
AiEngage enables businesses to use artificial intelligence to improve customer communication and business processes.
AI can automate work.
It does not eliminate business responsibility.
This policy establishes requirements for responsible use of AiEngage AI and automation functionality.
2. AI Capabilities
Depending on plan and availability, AiEngage may provide:
- AI WhatsApp agents;
- AI calling agents;
- AI sales assistants;
- AI lead qualification;
- AI customer support;
- AI-generated responses;
- AI summaries;
- Call transcription;
- Sentiment analysis;
- Lead scoring;
- Suggested actions;
- AI-powered workflows.
3. AI May Make Mistakes
Generative AI is probabilistic.
Outputs may occasionally be:
- Incorrect;
- Incomplete;
- Outdated;
- Misinterpreted;
- Inappropriate;
- Unexpected.
Customers must design their workflows accordingly.
4. Human Oversight
Customers should implement appropriate human review for consequential decisions.
AI should not independently make high-impact determinations regarding matters such as:
- Loan approval;
- Creditworthiness;
- Insurance eligibility;
- Medical diagnosis;
- Medical treatment;
- Employment decisions;
- Legal rights;
- Investment recommendations;
unless such use is lawful and subject to appropriate qualified human oversight and other required safeguards.
5. AI Lead Qualification
AI may assist in determining whether a lead appears to meet Customer-defined criteria.
Such qualification is an operational recommendation.
AiEngage does not guarantee that:
- A qualified lead will purchase;
- An unqualified lead has no value;
- AI scoring is error-free.
Customers remain responsible for their sales decisions.
6. AI Calling
Where AI voice agents are enabled, Customers are responsible for:
- Lawful calling permissions;
- Applicable disclosures;
- Calling hours;
- Consent;
- DND requirements;
- Recording requirements;
- Script accuracy;
- Escalation procedures;
- Applicable telecom rules.
7. Call Recording
Where calls are recorded or transcribed, Customer is responsible for determining whether notice or consent is required and providing it.
AiEngage merely provides technical functionality unless otherwise expressly agreed.
8. AI WhatsApp
AI agents may respond automatically based on:
- Customer instructions;
- Uploaded knowledge;
- Conversation context;
- Configured workflows;
- Connected data.
Customers are responsible for reviewing configuration and ensuring that the AI has appropriate information.
9. No Unauthorized Commitments
Customers should configure AI agents to avoid making unauthorized commitments concerning:
- Prices;
- Discounts;
- Refunds;
- Contracts;
- Warranties;
- Loan approval;
- Financial returns;
- Medical outcomes;
- Delivery guarantees;
- Legally binding representations.
Where necessary, AI should escalate the conversation to a human.
10. Sensitive Information
Customers should not instruct AI agents to unnecessarily collect sensitive personal information.
Only information reasonably necessary for the legitimate business process should be collected.
11. Knowledge Base Responsibility
AI output depends heavily on information supplied by Customer.
Customer is responsible for keeping:
- Prices;
- Policies;
- Product information;
- Availability;
- FAQs;
- Offers;
- Terms;
- Business information
accurate and current.
AiEngage is not responsible for incorrect AI responses caused by incorrect, incomplete or outdated Customer-provided information.
12. Automated Decisions
Customers must determine whether applicable laws restrict or regulate automated decision-making in their particular industry or jurisdiction.
Where required, Customers must implement appropriate:
- Human intervention;
- Explanations;
- Review processes;
- Consent;
- Notices;
- Appeal mechanisms.
13. Prohibited AI Uses
Customers may not use AiEngage AI for:
- Fraud;
- Phishing;
- Deceptive impersonation;
- Harassment;
- Manipulation;
- Illegal discrimination;
- Creation of malware;
- Illegal surveillance;
- Circumvention of communication consent;
- Misleading people into believing unlawful claims;
- Other unlawful activity.
14. AI Disclosure
Where applicable law, industry rules or circumstances require disclosure that an individual is interacting with AI, Customer is responsible for providing appropriate disclosure.
As a good practice, AiEngage encourages transparent AI interactions where practical.
Example:
“Hi, I’m the AI assistant for [Business Name]. I can help with your enquiry or connect you with our team.”
15. Human Handover
Customers should configure human escalation for situations such as:
- Customer complaints;
- Complex negotiations;
- Legal issues;
- Sensitive requests;
- High-value deals;
- Uncertainty;
- Requests to speak with a person.
16. AI Provider Dependency
Certain AI functionality may depend on third-party models or infrastructure.
Models, capabilities, pricing, availability and outputs may change.
AiEngage does not guarantee that any specific underlying AI model will remain available indefinitely.
17. Monitoring
Customers are responsible for periodically reviewing:
- AI conversations;
- Call outcomes;
- Qualification accuracy;
- Knowledge bases;
- Automation rules;
- Escalations;
- Customer complaints.
18. No Guarantee
AiEngage does not warrant that AI will:
- Always understand customers;
- Generate factually correct information;
- Convert leads;
- Close sales;
- Replace employees;
- Generate revenue;
- Operate without human supervision.
19. Suspension of Unsafe AI
AiEngage may restrict AI functionality where it reasonably believes its use presents:
- Legal risk;
- Security risk;
- Recipient harm;
- Platform abuse;
- Fraud;
- Regulatory violations;
- Serious reputational risk.
20. Customer Responsibility
Ultimately:
AiEngage provides the technology. The Customer controls the business process.
The Customer remains responsible for its AI agents, instructions, customer communications, offers, workflows, decisions and compliance obligations.
