AI Usage Policy

AiDispatch's AI engine is trained and designed to replicate key customer service workflows through automation. Core AI functionalities include:

• Answering and responding to incoming calls, chats, and form submissions
• Qualifying leads using pre-programmed questions and logic
• Booking appointments via integrated calendars
• Sending automated follow-ups through SMS or email
• Transcribing and tagging call interactions for reporting purposes
• Learning over time to improve performance within set parameters

In certain cases, the AI may also collect and interpret customer intent, urgency, service categories, or location-based data to provide tailored responses.

While AiDispatch's AI is built for high accuracy and reliability, it is not a human agent and does not possess human intuition, empathy, or legal judgment. Accordingly:

• The AI may misinterpret user input, particularly when accents, background noise, or unclear language are present.
• The AI is not legally qualified to provide advice, make binding commitments, or assess liability.
• Appointment availability, pricing, or service-related information provided by the AI is dependent on what is configured or provided by the Client.

For mission-critical, high-risk, or emergency situations, we strongly advise that Clients include fallback rules or human verification steps.

AiDispatch may utilize anonymized and aggregated user interactions to refine and improve the accuracy of our AI models. Training data may include:

• Transcripts of AI-handled calls or chats
• Service categorization outcomes
• Lead classification behavior
• Interaction timestamps, duration, and sentiment indicators

This data is never used in a way that identifies any individual customer or business unless express written consent is provided.

The AiDispatch platform supports human escalation protocols, where certain scenarios can trigger a handoff to a human team member, either internal to your company or via external service integration. These rules are customizable during onboarding and may include:

• Use of specific keywords or phrases
• Multiple failed attempts to complete a task
• Inquiries outside your business hours or geographic zone

It is the Client's responsibility to work with AiDispatch to define and test these escalation flows to ensure a high standard of service continuity.

As a Client, you acknowledge that:

• You control the scope, logic, and tone of the AI through initial configuration.
• You are responsible for all content you upload or input, including business information, call scripts, FAQs, and instructions used by the AI.
• You must clearly inform your end customers that they are interacting with an AI system (where legally required).
• You will not misuse the AI for deceptive practices, unlawful solicitation, or impersonation of real individuals.

Failure to comply with this policy may result in account suspension or termination.

We aim to comply with all applicable regulations concerning the ethical and lawful use of AI, including data privacy and consumer protection laws. Where applicable, AiDispatch provides functionality to support compliance with:

• The California Consumer Privacy Act (CCPA)
• The General Data Protection Regulation (GDPR)
• Relevant U.S. state-level AI usage disclosure requirements

Clients operating in regulated industries or jurisdictions are advised to consult legal counsel to ensure full compliance with all disclosure and consent requirements related to AI usage.

In certain jurisdictions, businesses may be required to disclose that a customer is interacting with AI. Where legally required, you agree to:

• Disclose to your callers or users that they are engaging with an AI system
• Offer an option to speak with or request contact from a human representative
• Secure consent to collect and process any personally identifiable information (PII)

If you do not wish to use automated responses or AI processing for specific customer types, AiDispatch can support tailored flows or consent logic during onboarding.