Legal

AI Usage Policy

Last updated: June 2026 · Version 2.1 · InfrAgent AI Ltd

In plain English

•Your AI is trained only on your content — never mixed with other businesses or used to train shared models.
•Customers can always reach a human; the AI identifies itself and escalates anything sensitive.
•Keep your knowledge base current — outdated prices or hours mean outdated answers.
•You review AI-generated marketing content before it's published.
•Don't use the AI to deceive, impersonate, or send unsolicited marketing.

Summary for convenience; the full policy below governs.

1. Tenant-trained AI & model providers

Your AI agent is trained exclusively on the content you upload (menus, FAQs, price lists, policies, documents). Your knowledge base and your customers' conversations are never combined with other tenants', never used to improve shared models, and never used to train third-party models. AI processing uses OpenAI models via API (text, speech-to-text/text-to-speech, and image generation) and, under OpenAI's API terms, that data is not used to train their models.

2. Transparency & identification

AI involvement is always identifiable: the dashboard labels each conversation as AI- or human-handled, and customers can ask for a human at any time. Our default templates introduce the agent as an AI assistant, in line with AI-transparency requirements including the EU AI Act's disclosure obligations.

3. Voice calls — recording & transcription

Inbound calls answered by the voice agent are transcribed to generate responses, and transcripts are stored in your tenant inbox. You're responsible for any call-recording or AI-disclosure notices your jurisdiction requires — our configurable greeting makes this easy. Callers who ask for a person are transferred to your configured human number.

4. Human escalation & high-risk topics

Every AI response passes a confidence check; low-confidence answers, requests for a human, and configured keywords route to your human queue (chat) or transfer the call (voice). The AI never makes legally significant automated decisions about people. It must not be relied on for medical, legal, financial or other regulated advice — configure escalation so those enquiries reach a qualified human. For clinics: the AI may handle booking and general info, but symptom triage and urgent cases must route to clinical staff.

5. AI-generated marketing content

Flyers and captions are generated with OpenAI image and text models, and the platform enforces an approval step — you must review before publishing. Don't generate content depicting real, identifiable people without consent, content that infringes trademarks or copyright, or content that breaches the advertising policies of the channel where it's posted.

6. Accuracy & your responsibilities

AI quality depends on your knowledge base — keep it current. Review the knowledge-gap reports in Analytics to see where the AI lacked information. You remain responsible for your business's communications, including those sent by your AI agent.

7. Prohibited uses & contact

You may not use InfrAgent AI to generate or send illegal, deceptive or harmful content; impersonate people or businesses; surveil or profile unrelated to customer service; send unsolicited bulk marketing; mislead customers about whether they're talking to an AI; or violate Meta, Google or Twilio platform terms. Breaches may lead to suspension. Questions: support@infragentai.com.