COAG AI – Artificial Intelligence (AI) Policy
1. Purpose of this Policy
This Artificial Intelligence Policy (“AI Policy”) explains how COAG AI uses AI technologies and how we handle personal data processed through our AI voice assistant platform and website (coag.ai).
It should be read together with our Terms of Use and our Privacy Policy.
This Policy is designed to:
- clarify how AI is used within COAG AI,
- explain how we protect personal data in the context of AI, and
- provide guidance for customers on the responsible use of AI within the platform.
2. Who We Are
The COAG AI platform and website are operated by:
AiCOAG Limited
71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
with an additional operational presence in the EU at:
Jacques Veltmanstraat, 1065 DZ Amsterdam, The Netherlands
(non-legal operational address).
For more information about how we process personal data generally, please see our Privacy Policy.
3. AI Functionality in COAG AI
COAG AI provides AI-powered voice assistants (“Voice Assistants” or “Agents”) that can:
- handle inbound and outbound calls,
- answer questions, collect information, and book appointments,
- generate call summaries, notes, or follow-up messages,
- interact with integrated systems (such as calendars or CRMs), where configured.
These Voice Assistants rely on machine-learning models and natural language processing to understand speech and generate responses.
4. How We Handle Personal Data in AI
When you or your end-users interact with a COAG AI Voice Assistant, the system may process:
- Telephony and voice data (audio, transcripts, call logs),
- Contact details you decide to collect (e.g. name, phone number, email, appointment details),
- Other information the caller chooses to share during the conversation.
We process this data only for:
- providing and operating the COAG AI service,
- quality assurance and troubleshooting,
- improving configuration and performance for your specific Assistant,
- fulfilling our legal and contractual obligations.
5. Use of Data for AI Training
We distinguish between:
- Personal data of your end-users and contacts, and
- Configuration data and prompts that you define for your own Assistants.
We do not use your end-users’ personal data (e.g. caller identity, contact details, call content) to train or build general AI models that would be reused across unrelated customers.
Data included in your Voice Assistant configuration (e.g. knowledge base, example prompts, wording, rules) may be used internally to improve and maintain the COAG AI service for you, in line with our Privacy Policy and applicable law.
We do not sell personal data and we do not use it for general marketing profiling.
6. Your Role as Customer (Controller Responsibilities)
When you use COAG AI to interact with your own customers, patients, clients, or leads:
You are typically the data controller for the data you collect and process through the platform.
We act as an independent controller for certain operations and, where applicable, as your processor for call and assistant data, depending on the exact setup and agreements between us.
You are responsible for:
- ensuring that you have a valid legal basis to process personal data,
- providing appropriate privacy information to your end-users,
- obtaining required consent for call recording where applicable,
- complying with all sector-specific or local regulations.
If needed, a Data Processing Agreement (DPA) can be put in place to define the respective roles and obligations more precisely.
7. Third-Party AI and Infrastructure Providers
To deliver the Service, we may use third-party providers for:
- cloud hosting and infrastructure,
- telephony and connectivity,
- speech recognition and synthesis,
- language processing and related AI functions.
These providers process data only on our instructions and under contractual and legal safeguards. We remain responsible for ensuring that such providers meet relevant privacy, security, and data-protection standards.
8. AI Limitations and Human Oversight
AI systems, including our Voice Assistants, can occasionally:
- misunderstand speech or context,
- produce incomplete, imprecise, or unexpected responses,
- omit information or provide generic content.
While we take reasonable steps to improve accuracy, AI outputs are not guaranteed to be error-free and should not be treated as legal, medical, or other regulated professional advice.
We strongly recommend that you:
- keep appropriate human oversight over critical decisions,
- not rely solely on AI responses for high-risk or legally sensitive matters,
- provide end-users with a way to escalate to a human where necessary.
9. Prohibited Use of AI
You must not use COAG AI:
- to generate content that is unlawful, discriminatory, hateful, defamatory, or fraudulent;
- to impersonate individuals or mislead callers;
- to collect or process special categories of data (e.g. health, religious, biometric, or highly sensitive data) unless you have a lawful basis, proper safeguards, and our prior written agreement;
- for emergency or life-critical services;
- in any way that breaches applicable privacy or telecommunications laws.
We may suspend or terminate access in case of suspected misuse or breach of this Policy.
10. Your Choices and Rights
You and your end-users may have rights under applicable data protection law, including:
- access to personal data,
- rectification or deletion,
- restriction or objection to processing,
- data portability,
- withdrawal of consent where applicable.
Requests can be submitted through our Privacy Policy or by contacting us at info@aicoag.com.
11. Security of AI-Related Data
We implement technical and organizational measures to protect data, including:
- encryption in transit and at rest where appropriate,
- access controls and authentication,
- system logging and monitoring,
- regular reviews and updates of security practices.
Even with these safeguards, no system is entirely risk-free. Customers are encouraged to adopt their own security measures when using the platform.
12. Updates to this AI Policy
We may update this AI Policy to reflect:
- changes in our services,
- legal or regulatory developments,
- improvements in our AI practices.
We will post the latest version on coag.ai and may notify you of material changes. Continued use of the Service indicates acceptance.
13. Contact
For any questions about this AI Policy or how AI is used in COAG AI, contact:
AiCOAG Limited
71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: info@aicoag.com