SIMCOAI uses AI to assist customer operations. AI is useful, but it must stay grounded in reviewed business knowledge and human controls.
This document forms part of your agreement with SIMCOAI LTD. It is not legal advice for your own business; take independent 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 must include the AI and recording disclosures required in your jurisdiction. Businesses must not present an AI assistant as 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.
AI outputs are probabilistic and can be wrong, incomplete, out of date or unsuitable for a particular case. To the maximum extent permitted by law, SIMCOAI accepts no liability for any error, omission, inaccuracy, decision, action or outcome produced or actioned by the AI — including refunds, bookings, cancellations, escalations, order updates, quotes, payments, transcriptions or advice. The AI is provided “as is” and “as available” with no warranty of accuracy or fitness for purpose.
You are responsible for supervising, configuring and reviewing AI behaviour, keeping human fallback and approval controls in place, and validating any output before it is relied on or takes external effect. This policy forms part of, and is subject to, the disclaimers and limitation of liability in our Terms of Service. Nothing here excludes liability that cannot lawfully be excluded (such as death or personal injury caused by negligence, or fraud).
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.
Where a business enables proof uploads, SIMCOAI may read customer-submitted evidence — photographs, receipts and documents — and compare a barcode, tracking or reference value against the value the business said it expected. Results are shown as matched or unmatched alongside an analysis status.
These checks are assistive and are not a determination. They exist to help a human reviewer, not to replace one. Accuracy is affected by image quality, lighting, damaged or partial barcodes, similar reference formats and document variation, so both false matches and missed matches are possible. A match is not evidence of authenticity, ownership, condition, delivery or entitlement, and an unmatched result is not evidence of wrongdoing.
No automated final decisions. SIMCOAI does not approve, deny or issue refunds, and does not confirm or cancel bookings or close escalations on its own. Sensitive workflow actions are protected by verification codes and the platform only offers the actions currently available on a record; a person must review the evidence and approve the outcome. The result is governed by the business's own refund, returns and booking policy and by applicable consumer law.
SIMCOAI checks must not be described to end customers as certification, identity verification, fraud detection or independent proof, and must not be used as the sole basis for accusing a customer of dishonesty. Businesses remain responsible for how they communicate outcomes, and the human review commitments in section 04 apply in full to evidence-assisted workflows.
AI configuration, models, prompts and safety wording may change to improve reliability, speed, security and compliance posture. Material policy changes may require renewed acceptance.