AI model policy

How the external models process your data

Customer data — conversations, knowledge content, bookings, attachments — is processed by the external AI models we rely on in order to produce answers. Which providers are engaged, where they run and on which transfer basis is set out in the sub-processor register.

How Omniday improves the product

To monitor and improve answer quality, chat messages are exported to our own EU-hosted observability workspace only after personal identifiers have been scrubbed. Tenant knowledge content is not modified by this process. Where we analyse product usage across customers, we use de-identified, aggregated telemetry. Customer-specific tuning — for example, adjusting how the assistant answers for your organisation — happens under your instructions, within the data processing agreement.

There is no raw cross-customer reuse of your data, and no arrangement where one customer’s content improves another customer’s assistant, unless your organisation explicitly agrees to a different arrangement in writing.

Where this is documented

Observability runs first-party, in our own monitoring workspace on the Microsoft Azure infrastructure listed in the sub-processor register — no separate observability provider is engaged. The scrubbing step is part of our technical and organisational measures, described in the published data processing agreement.