AI Use Policy

Last updated: 24 August 2026, 22:00 GST

1. Scope

This policy covers AI used in Monarc products that are in development. Monarc Voice uses AI to answer and handle business calls. Where AI is used in Monarc CRM or the Monarc Security Platform, what is enabled for an account is confirmed during onboarding.

2. What the AI Does

When a customer uses Monarc Voice, the AI answers calls, understands caller intent, performs tasks the customer has approved, and produces transcripts and summaries.

3. What the AI Must Not Do

The AI must not:
- Give legal, medical, or financial advice
- Make commitments on the business's behalf beyond its configuration
- Handle emergency calls as a substitute for emergency services

4. Human Escalation

The customer defines escalation rules. The system routes those cases to a person.

5. Accuracy and Limitations

The AI can misunderstand a caller. It works from the business information the customer supplies. Uncertain calls should be configured to escalate.

6. Customer Responsibilities

The customer is responsible for the accuracy of the business information they supply, for the lawfulness of the call flows they configure, and for testing those flows before going live. The customer should confirm the requirements that apply to them with their own advisers.

7. Human Oversight and Review

Transcripts and call outcomes are available for the customer to review.

8. Training Data

Customer call data is not used to train models without the customer's instruction.

Compliance & Trust

  • PDPL UAE
  • DPDP India
  • Designed to align with ISO 27001
  • Security-first engineering