Conversational AI Terms and Conditions
These Conversational AI Terms and Conditions apply specifically to C1M’s Conversational AI services, including but not limited to chatbots, retrieval-augmented generation (RAG) systems, and other AI-driven interfaces. These terms are supplementary to our general Terms and Conditions and should be read in conjunction with them.
1. Scope of Conversational AI Services. C1M provides AI-powered conversational interfaces tailored to retrieve information and respond dynamically to user queries. These services may include natural language understanding, intent recognition, contextual data retrieval, and RAG techniques for real-time response generation. The scope, specifications, and functionality of each project will be defined in an individual Statement of Work (SOW).
2. Data Usage and Security. C1M will follow industry-standard protocols to ensure the security and confidentiality of all data processed through Conversational AI solutions. However, clients are responsible for ensuring that any data shared or processed through the system complies with relevant data protection regulations, including but not limited to the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA).
- User Data: Clients must ensure that end-user data handled by C1M’s Conversational AI solutions complies with privacy laws. C1M will not store end-user data unless explicitly agreed upon in writing.
- Security Measures: C1M will implement necessary security measures to protect the AI system from unauthorized access, ensuring secure handling of any proprietary or sensitive information provided by the client.
3. Intellectual Property (IP) Ownership. C1M retains ownership of the underlying algorithms, frameworks, and tools used in developing Conversational AI systems. However, all customizations, configurations, and data specific to the Client’s business will belong to the Client upon completion and payment, as outlined in the SOW.
4. Usage and Training of AI Models. To provide optimal performance, C1M’s Conversational AI solutions may require initial and ongoing training, which could involve anonymized data usage for model improvement.
- Training Data: C1M may use anonymized, aggregated data to improve the accuracy and responsiveness of the AI. No personally identifiable information (PII) will be retained or used without explicit consent from the client.
- Model Maintenance: Post-deployment, ongoing model updates may be necessary to maintain accuracy and relevance. Any maintenance services outside the initial scope will require a separate agreement.
5. Performance Metrics and Service Level Agreement (SLA). C1M’s Conversational AI solutions will be designed to meet agreed-upon performance metrics, which may include response times, accuracy levels, and uptime percentages.
- Uptime Guarantee: C1M will endeavor to maintain a 99% uptime for hosted solutions, excluding scheduled maintenance or client-requested updates.
- Response Times: Response times may vary based on system complexity, server load, and integration dependencies. C1M will aim to meet industry-standard response times as specified in the SOW.
- Regular Updates: C1M will provide updates as required for system performance and feature enhancements. Any substantial updates or changes beyond the SOW will require a new agreement or change order.
6. Warranty Period. C1M offers a 30-day warranty from the go-live date for its Conversational AI solutions. During this period, C1M will address any bugs or performance issues within the agreed-upon scope at no additional cost. The warranty does not cover new features or enhancements beyond the original scope of work.
7. Limitations on Liability. Due to the complex nature of conversational AI solutions, C1M cannot guarantee 100% accuracy in responses generated by the system. The client acknowledges and agrees that:
- Conversational AI systems may generate responses based on available data, and C1M is not liable for any misinterpretations, inaccuracies, or unintended results produced by the AI.
- C1M will not be held responsible for decisions made based on the AI system’s output, as it is designed as a tool to assist, not replace, professional judgment.
8. Post Go-Live Modifications. Once the Conversational AI solution has been deployed, any additional work or modifications requested by the Client beyond the original scope will require a new agreement or change order as per C1M’s Terms and Conditions. Post-go-live support, training, and enhancement services will be billed at the prevailing rates or as agreed upon in a separate support agreement.
9. Termination and Continuation of Services. Clients may cancel or request to pause their Conversational AI services under the conditions set forth in the Service Pause Policy, provided they meet the eligibility criteria. Paused services will incur a managed services fee to maintain basic system integrity during the pause period.
