AI Policy & Information

Transparency in how we use Artificial Intelligence to power your support.

Last Updated: January 15, 2026

Introduction

At IMsupporting, we leverage cutting-edge Artificial Intelligence (AI) to enhance the customer support experience. This policy outlines how our AI systems operate, how your data is handled, and the measures we take to ensure privacy and security.

We are committed to transparency. When you use our AI features—including AI Agent responses, Smart Suggestions, and Chat Summaries—you acknowledge and agree to the terms set out in this policy.

How We Use AI

Our platform uses Artificial Intelligence primarily for:

  • Statistical Analysis: Analyzing chat patterns to improve system performance and provide insights.
  • Real-time Assistance: Generating response suggestions for operators and automating answers for visitors.
  • Content Summarization: Creating concise summaries of chat transcripts for quick review.
  • Language Processing: Translating messages and understanding user intent across different languages.

Human Oversight

AI is a tool to assist, not replace, human oversight. We recommend reviewing AI-generated content for critical interactions to ensure accuracy and context.

Data Privacy & Redaction

Your privacy is paramount. Before any data is transmitted to an AI model for processing, it undergoes a strict redaction process.

Automatic Redaction

We employ automated systems designed to detect and redact sensitive Personally Identifiable Information (PII) before it leaves our secure environment. This includes, but is not limited to:

  • Usernames and Real Names
  • Email Addresses
  • Telephone Numbers
  • Credit Card / Debit Card Numbers
  • Physical Addresses and Postcodes/Zip Codes
  • Social Security Numbers / National Insurance Numbers
  • IP Addresses

While we make every commercially reasonable effort to redact this information, no automated system is perfect. Users are advised not to share highly sensitive information (such as passwords or financial secrets) within standard chat sessions.

3rd Party AI Providers

To deliver state-of-the-art AI capabilities, IMsupporting partners with leading third-party AI technology providers (e.g., OpenAI, Anthropic, or similar enterprise-grade providers).

Data Processing Locations

We prioritize data sovereignty and aim to use UK-hosted AI infrastructure whenever possible. However, depending on service availability and specific feature requirements, data may be processed in:

  • United Kingdom (Primary Preference)
  • European Union (EU)
  • United States (USA)

By enabling and using AI features on the IMsupporting platform, users agree that their sanitized data may be processed in these jurisdictions by our third-party providers.

No Training on Your Data

Our AI providers do NOT store your conversation data or AI-related inputs for the purpose of fine-tuning their public models or training future versions of their AI.

Ephemeral Processing

Data sent to the AI is used solely for generating the immediate response or analysis and is not retained by the provider for long-term storage.

Bring Your Own Key (BYOK)

For Enterprise and Bespoke plan customers, we offer a "Bring Your Own Key" (BYOK) option.

This feature allows you to:

  • Use your own direct contracts with AI providers (e.g., your own OpenAI API Key).
  • Maintain full control over your usage limits and billing with the provider.
  • Apply your own specific data retention policies agreed upon directly with the provider.

When using BYOK, you assume full responsibility for the compliance and management of the data sent via your specific API credentials.

Limitations & Liability

While we strive for accuracy, Artificial Intelligence can occasionally produce incorrect or misleading information ("hallucinations").

  • Accuracy Disclaimer: IMsupporting is not liable for errors, omissions, or inaccuracies in content generated by AI models.
  • Decision Making: AI outputs should not be used as the sole basis for critical business, legal, medical, or financial decisions.
  • Service Availability: AI features rely on third-party uptime. We cannot guarantee 100% availability of external AI services, though we implement fallbacks where possible.

By using the service, you agree to safeguard your account and monitor AI interactions where appropriate to your business use case.

Acceptable Use & Abuse Policy

To ensure a fair, safe, and reliable experience for all customers, we enforce a strict Acceptable Use Policy regarding our AI features:

Prohibited Activities

You may not use our AI services to generate, promote, or distribute content that is illegal, harmful, hateful, sexually explicit, or violent. Attempting to bypass safety filters ("jailbreaking") or using the service for unauthorized automated scraping is strictly prohibited.

Consequences of Abuse

We monitor usage patterns to detect anomalous behavior and potential abuse. Violation of this policy may result in:

  • Rate Limiting: Temporary imposition of stricter usage limits on your account.
  • Feature Suspension: Disabling of specific AI capabilities (e.g., AI Agent, Smart Suggestions).
  • Account Termination: In extreme or repeated cases, we reserve the right to terminate your account and service contract immediately without refund.