AI Policy

1. Purpose of this policy

RapportIQ uses artificial intelligence to help you manage your reviews and understand your local market. This AI Policy explains what our AI does, the limits and safeguards around it, how we handle your data when we use AI, and the control you keep. It sits alongside our Terms & Conditions and Privacy Policy.

2. What our AI does

Within RapportIQ, AI is used to:

• read and score your reviews from connected third-party platforms;
• sort reviews by urgency and risk so the right ones reach a human;
• draft replies in a tone that reflects your own approved replies;
• summarise what customers are saying and suggest actions for the week;
• help you understand local search demand and who you are compared with.

AI helps you decide and draft. It does not run your business, and it does not make decisions that have a legal or similarly significant effect on your customers.

3. Models and providers

We use large language models supplied by a specialist AI provider under contract to us, and we choose capable, current models for each task. We may change models or providers over time to improve quality, safety and reliability. Our contractual terms with our AI provider apply the data protections described in this policy and in our Privacy Policy.

4. Human-in-the-loop guardrails

Because the Service can speak for your business in public, guardrails sit around everything the AI writes, and they are enforced in our code rather than merely requested of the model:

• Sensitive reviews always stop for a human. Anything that raises a health, safety, legal or fraud signal is drafted and held for your review, not posted automatically, regardless of the star rating.
• Some platforms are always manual. Where a connected platform requires human approval, replies are never posted automatically on that platform.
• It learns your voice before it speaks for you. During an initial calibration period, replies wait for your approval while the Service learns how you write. You can keep every reply on manual approval permanently if you prefer.
• Every reply is checked before it can be posted. Drafts are screened for personal information, promotional content and profanity, checked for specificity, and compared against your recent replies so you do not sound like a template.
• It does not invent facts about your business. The AI does not make up prices, promises or policies you have not given it.

5. We do not train third-party models on your data

We do not permit your data or your customers’ data to be used to train third-party foundation models. We may use aggregated and de-identified information to monitor quality and improve our own product, in a way that does not identify you or your customers. The terms on which we process personal information on your behalf, including our commitments as your processor, are set out in the Privacy Policy.

6. Accuracy and your responsibility

AI output can be wrong, incomplete or out of date. It is a starting point, not professional, legal or financial advice. Except for actions you have expressly configured to run automatically within the guardrails above, nothing is published until you approve it, and you are responsible for reviewing content before it goes out under your name. You are responsible for the accuracy and appropriateness of what you publish or send.

7. Fairness and oversight

We design our AI features to be helpful across different business types and to avoid unfair or discriminatory output. We monitor quality, keep a human in control of actions that matter, and give you the ability to override or disable AI assistance. If you believe the AI produced an unfair or harmful result, tell us so we can look into it.

8. Staying in control

You can keep your account fully manual, so that no reply is posted without your approval, and you can disconnect a platform at any time. Your settings let you choose how much the Service does on its own within the guardrails above. If you have questions about how a feature works, contact us using the details below.

9. Changes to this policy

As our AI features evolve we may update this policy. When we make a material change we will update the “Last updated” date and, where appropriate, notify you. Continued use of the Service after a change means you accept the updated policy.