SIMCOAI uses AI to assist customer operations. AI is useful, but it must stay grounded in reviewed business knowledge and human controls.
This policy is product information, not legal advice. Customers should take their own advice for regulated, sensitive or high-volume use cases.
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AI may appear in customer chat, phone workflows, setup help, docs assistant, plan advisor, summaries, routing and support tooling.
Different AI surfaces have different roles. The public helper answers product questions; the customer receptionist answers business-specific customer questions where configured.
AI should answer from configured business knowledge, docs, plan data and safe product context. If context is missing, the correct behaviour is to ask for clarification or escalate.
Customers must keep services, prices, policies, opening hours and escalation contacts accurate.
Customer-facing AI phone workflows should include appropriate AI and recording disclosure where required. Businesses should not pretend an AI is a human agent.
Users should know when they are using an assistant and when a human will review or take over.
Complaints, safety issues, emergencies, payment-card details, legal/regulatory wording, medical topics, chargebacks, customer distress and unclear answers should be handed to humans.
SIMCOAI does not replace professional advice, regulated decision-making or your own customer duty of care.
Test realistic questions before launch, review logs after launch, remove repetitive scripts, shorten robotic wording and update knowledge when answers are vague.
AI can make mistakes. Do not advertise guaranteed accuracy, guaranteed compliance, guaranteed revenue or full replacement of staff judgement.
Do not use SIMCOAI to produce deception, impersonation, spam, unlawful surveillance, discriminatory decisions, unsafe instructions, credential capture or regulated advice without written review.
Do not use prompts to bypass safety systems or expose private information.
SIMCOAI may use AI providers such as OpenAI. Provider availability, model behaviour, safety systems and rate limits can affect answers and latency.
Where providers are degraded, SIMCOAI may fall back, delay, block or route to support.
AI configuration, models, prompts and safety wording may change to improve reliability, speed, security and compliance posture. Material policy changes may require renewed acceptance.