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Artificial Intelligence (AI) Ethical Use Statement

Commitment to Responsible AI Use

Call Handling Services Ltd (‘CHS’) uses Artificial Intelligence (AI) technologies in a controlled and responsible manner to support service delivery, automation, and operational efficiency.

AI solutions deployed by CHS are designed to assist users and enhance service capability while maintaining transparency, accountability, and data protection.

Principles Governing AI Use

CHS applies the following principles to all AI-enabled services:

1. Lawfulness and Transparency

AI processing is implemented in accordance with UK GDPR and applicable data protection legislation.

Where AI functionality is enabled, customers acting as Data Controllers remain responsible for informing end users where required.

2. Human Oversight

AI systems deployed by CHS:

  • support operational workflows rather than replace human judgement
  • do not make autonomous decisions producing legal or similarly significant effects
  • remain subject to human review and organisational control

3. Data Protection and Privacy

CHS ensures that:

  • AI processing occurs only under documented customer instruction;
  • personal data is processed solely for defined service delivery purposes;
  • customer data is not used to train AI models;
  • AI processing environments are designed to minimise data exposure through transient, task-based processing methods;
  • processing infrastructure does not retain customer data beyond operational requirements;
  • data retention mirrors existing service retention policies.

Where AI functionality is enabled, customers acting as Data Controllers remain responsible for informing end users where required.

4. Security by Design

AI-enabled services operate within CHS security controls including:

  • encrypted data transmission
  • restricted access controls
  • segregated infrastructure environments
  • vulnerability management and monitoring
  • audited change management processes

Where third-party infrastructure is used, CHS applies risk-based due diligence and contractual safeguards, ensuring processing environments operate without persistent storage of customer data unless explicitly required for service delivery.

5. No Model Training Using Customer Data

CHS does not train Artificial Intelligence models using customer or end-user data.

Pre-trained models may be utilised solely to perform contracted processing tasks such as transcription or automation functions.

6. Risk Management

AI capabilities undergo assessment through established governance processes, which may include:

  • Data Protection Impact Assessments (DPIA)
  • security and architectural review
  • change control approval
  • ongoing compliance monitoring

Governance, Review & Approval

CHS recognises that Artificial Intelligence technologies evolve rapidly and commits to periodically reviewing AI usage to ensure continued ethical, lawful, secure, and proportionate operation.

AI-enabled services are governed using a risk-based approach aligned with emerging international best practice for trustworthy Artificial Intelligence, including principles reflected within the UK Government AI regulatory framework and the European Union Artificial Intelligence Act (EU AI Act).

This statement is approved by the Board of Directors and will be reviewed at least annually, or sooner to reflect evolving technologies, regulatory requirements, or operational practices.