AI Policy

1. Introduction

Fluenty is committed to responsible and transparent use of artificial intelligence.

This AI Policy explains how AI is used within the Fluenty service, our role in the AI ecosystem, and the responsibilities of users who deploy AI-powered chat and voice experiences through Fluenty.

This policy should be read together with our and .

Fluenty is an independent product and is not affiliated with Retell AI.

2. AI Integration Model

Fluenty does not provide AI models.

Fluenty is a widget and infrastructure layer that integrates with Retell AI, which provides the AI-powered chat and voice functionality.

Role separation

Fluenty (Widget Layer):

Provides the web-based widget UI

Handles widget configuration and customization

Enables multi-language UI behavior

Provides event-based analytics

Retell AI (AI Layer):

Processes all AI conversations

Handles natural language understanding and response generation

Manages voice synthesis and call logic

Controls AI behavior and outputs

Critical clarification:

Fluenty does not process, store, or access conversation content

Fluenty does not train AI models

All AI interactions are handled by your Retell AI agents

3. Core AI Principles

3.1 Transparency

We clearly communicate:

That AI conversations are handled by Retell AI
What Fluenty does and does not do
What data Fluenty collects (widget usage events only)
The limitations of our role in AI behavior

3.2 User and Customer Control

End users can choose whether to interact via chat or voice
End users can stop interactions at any time
You control widget behavior, triggers, appearance, and language
You configure and manage your Retell AI agents independently
You can disable or remove widgets at any time

3.3 Privacy and Data Protection

Fluenty is designed to minimize data exposure.

We do not store conversation content, transcripts, or audio
We collect only event-based analytics (loads, opens, starts)
Conversations are processed directly by Retell AI
We do not use conversation data to train AI models

Privacy practices are detailed in our .

3.4 Accountability and Responsibility

We are accountable for:

Providing accurate documentation
Maintaining secure widget infrastructure
Protecting configuration and account data
Responding to security or integration issues

We are not responsible for:

AI outputs or conversation quality
AI model behavior or training
Decisions made by AI systems

These responsibilities belong to Retell AI and the user configuring the AI agents.

3.5 Fairness and Non-Discrimination

Fluenty supports multiple languages to improve accessibility
We do not design our service to discriminate against individuals or groups
We expect users to configure their Retell AI agents responsibly
We discourage biased, discriminatory, or harmful AI use

4. User Responsibilities

By using Fluenty, you agree that you are responsible for:

Proper configuration of your Retell AI agents
Ensuring AI behavior complies with applicable laws and regulations
Informing end users that they are interacting with AI, where required
Monitoring AI outputs and behavior
Implementing safeguards and human oversight where appropriate
Ensuring compliance with AI-specific regulations (e.g. EU AI Act, where applicable)

Fluenty does not control how AI systems behave once configured.

5. AI Limitations and Disclaimers

You acknowledge that AI systems may:

Produce inaccurate or incomplete responses
Misinterpret user intent or context
Generate biased or misleading outputs
Change behavior over time

Fluenty makes no guarantees regarding:

Accuracy of AI-generated responses
Suitability of AI outputs for any purpose
Reliability of AI behavior

All AI outputs are generated by Retell AI, not Fluenty.

6. AI Safety and Security

Fluenty implements security measures appropriate to its role, including:

Secure data transmission between widget and Retell AI
Authentication and authorization controls
Abuse detection and rate limiting
Regular infrastructure maintenance

Retell AI is responsible for securing its AI infrastructure and conversation processing.

No system is completely secure. Users should implement additional safeguards appropriate to their use case.

7. Prohibited Uses

You may not use Fluenty or integrated AI systems to:

Generate illegal, harmful, or unethical content
Impersonate individuals or organizations
Violate intellectual property or privacy rights
Engage in discrimination or harassment
Mislead or deceive users
Automate spam or abusive behavior
Create malicious deepfakes or synthetic media
Violate applicable laws or regulations

Violations may result in immediate suspension or termination.

8. AI Training and Model Development

Fluenty does not:

Train AI models
Store or access conversation data
Use conversations for model improvement
Share conversation data for AI training

All AI training and model development is handled by Retell AI. Refer to Retell AI's policies for details on their AI training practices.

9. Human Oversight

We recommend human oversight for AI-powered interactions, especially when used for:

High-stakes decisions
Legal, medical, or financial contexts
Handling sensitive personal data
Scenarios where errors may cause harm

You are responsible for determining appropriate oversight and safeguards.

10. AI System Updates

AI systems may evolve over time.

Fluenty may update widget functionality
Retell AI may update AI behavior independently

Users are responsible for monitoring their AI agents and adjusting configurations as needed. Fluenty is not responsible for changes made by Retell AI.

11. Reporting AI Issues

If you encounter:

Integration or security issues
Suspected abuse or misuse
Bias or harmful behavior

Email:

Issues related to AI outputs should also be reported directly to Retell AI.

12. Compliance and Regulations

Fluenty aims to align with applicable AI and data protection frameworks, including:

EU AI Act (where applicable)
GDPR, CCPA, and similar data protection laws
Industry best practices

You are responsible for ensuring your specific AI use case complies with all applicable regulations in your jurisdiction.

13. Changes to This Policy

We may update this AI Policy as technology or regulations evolve.

Updates will be posted with a revised "Last updated" date. Continued use of the Service constitutes acceptance of the updated policy.

14. Contact Us

For questions regarding this AI Policy, contact: