1. Scope
This notice explains how BotHub may use transcription, machine learning and generative artificial intelligence. Features are enabled by a Client or White-Label Platform Operator and must be recorded in the Client’s Statement of Work or configuration schedule. This notice does not authorise a feature that is not contractually enabled.
2. Principles
- Purpose limitation — process only the information needed for the approved feature.
- Client control — the Client approves the feature, data sources, rules and human-review level.
- No general training by default — Client Data is not used to train Bvelaphanda’s general-purpose models.
- Provider restriction — external providers must be approved, contractually restricted and identified.
- Human accountability — AI assists; it does not transfer the Client’s business responsibility to Bvelaphanda.
- Transparency — material automated interactions should be disclosed where appropriate.
- Security and separation — prompts, documents and outputs must remain logically separated by Client.
3. Typical features
| Feature | Input | Output | Typical purpose | Required review |
|---|---|---|---|---|
| Voice transcription | Voice note / audio | Text transcript | Read, search, route or prepare response | Review where accuracy matters; preserve audio only as required. |
| Classification / intent | Message text and context | Category, intent, tag or route | Assignment and workflow selection | Monitor false classifications and escalation. |
| Knowledge search | Question and approved Client knowledge source | Relevant passages or response context | Support response preparation | Verify source currency and access control. |
| Summarisation | Conversation or case history | Summary | Handover, case review or reporting | Human review for consequential use. |
| Suggested response | Message, context and instructions | Draft response | Agent assistance | Human approval by default unless low-risk automation is explicitly approved. |
| Automated response | Message, rules and knowledge | Response sent without pre-send review | Low-risk routine service | Requires explicit SOW approval, testing, escalation and monitoring. |
4. External providers
Where an external model or transcription provider is used, relevant audio, text, documents, prompts, metadata and outputs may be sent to that provider.
Current status: no external AI, transcription or generative-model providers are enabled on BotHub. Voice transcription, where offered, runs on infrastructure administered by Bvelaphanda within its own environment. Before any external provider is activated, this notice will be updated to identify the provider, feature, data sent, processing region, retention and training setting, and affected Clients will be notified.
5. Accuracy and limitations
- Outputs may be incorrect, incomplete, outdated, biased, insecure or unsuitable for the context.
- A transcription may mishear names, numbers, languages, accents or background audio.
- A model may invent information or fail to follow an instruction.
- A knowledge source may be outdated or accessible to the wrong user if Client permissions are incorrect.
- The Client must define escalation when confidence is low, information conflicts or a person requests human assistance.
6. High-impact and prohibited uses
BotHub must not make a solely automated decision with legal or similarly significant effects unless the Client has completed a documented assessment, confirmed legality, implemented meaningful human intervention and obtained Bvelaphanda’s written approval. Health, financial, legal, employment, credit, insurance, biometric, children’s and emergency uses require heightened review and may be refused.
7. Responsibility
| Bvelaphanda | Client | White-Label Platform Operator |
|---|---|---|
| Implement the approved feature with reasonable skill and care; apply agreed security; follow documented instructions; correct reproducible platform defects. | Select lawful purposes; approve prompts, knowledge, rules and review; verify outputs; make business decisions; provide participant notices. | Flow down the same requirements, restrict support access, ensure downstream approvals and prevent cross-Client reuse. |
8. Retention and logging
The Statement of Work must specify whether audio, transcripts, prompts, outputs, embeddings, evaluation records and provider logs are retained, where they are stored and when they are deleted. Retention must be no longer than necessary. Debug logging must not silently become an indefinite copy of Client conversations.
9. Participant choices and complaints
A Messaging Participant may request human assistance, object to direct marketing and exercise applicable privacy rights through the Client. Where a materially consequential automated process applies, the Client must provide the information and safeguards required by law. Bvelaphanda will assist as Operator.
10. Feature approval checklist
- Purpose and lawful basis approved.
- Data fields minimised.
- Provider and location verified.
- Training disabled or separately authorised.
- Retention and deletion tested.
- Human-review level documented.
- Negative and edge cases tested.
- Escalation and opt-out implemented.
- Client notice updated.
- Production acceptance signed.