AI Usage Policy

AI Guest Concierge uses AI models operated by OpenAI to power the guest concierge experience. This policy explains what data is sent to AI systems, how it is used, and your rights in relation to AI-generated content.

• GPT-5-nano (OpenAI): Used for guest chat responses, content translation, and internal JSON operations.
• text-embedding-3-small (OpenAI): Used to embed knowledge base sections for semantic search.
• gpt-realtime-2.1-mini (OpenAI): Used for real-time voice conversations with guests.

When a guest sends a message, the following is sent to OpenAI:

• The guest's message text.
• Retrieved knowledge base sections relevant to the question.
• The conversation history for the current session.
• A system prompt containing property metadata (name, type, check-in/out times, amenities, rules, etc.) that you configured.
• The guest's preferred language.

No guest names, contact information, or payment details are sent to OpenAI. Guest session tokens are not included in AI requests.

Voice sessions use OpenAI's Realtime API. Audio from the guest's microphone is transmitted to OpenAI servers for processing. The session uses ephemeral tokens issued by our servers — the guest's browser connects directly to OpenAI for low latency. Transcripts of voice sessions are stored in our database.

Data sent to OpenAI is subject to OpenAI's usage policies and privacy policy. OpenAI may use API data to improve their models unless you have opted out via their enterprise terms.

AI-generated responses are based solely on the knowledge base content you provide. The AI is instructed not to answer questions outside its knowledge base. It may still occasionally produce inaccurate responses. You are responsible for maintaining an accurate knowledge base and for reviewing AI responses where accuracy is critical (e.g., emergency contact information).

If you provide your own OpenAI API key, all AI operations under your account will use your key. Your key is encrypted with AES-256-GCM before storage. OpenAI's data policies apply based on your agreement with OpenAI directly.

Questions about AI usage: [email protected]