AI Transparency
CastorChat builds AI assistants that answer a business's chat and phone. We believe you should always know when you are talking to artificial intelligence — it's also what Article 50 of the EU AI Act requires. This page explains how we tell you, what our assistants can and cannot do, and how a human is always within reach.
1. How we tell you it's AI
- In chat: assistant replies are marked as AI-generated — visibly in the conversation, and with a machine-readable marker on every AI response, so both people and software can recognise AI content.
- On the phone: the assistant says so at the start of the call — you'll hear that you are speaking with an AI assistant before the conversation begins. Where the business has enabled call recording, the greeting discloses that too.
2. What the assistant is — and isn't
Each assistant is built for one specific business and answers from that business's own content: its services, prices, policies and documents. Depending on how the business has configured it, it can check real availability, book appointments, take messages, and answer with live information such as weather or directions.
It is still artificial intelligence. That means:
- Its answers can occasionally be inaccurate or incomplete, despite the safeguards built into the platform. For anything important, verify with the business directly.
- It does not provide professional advice. Nothing it says is medical, legal or financial advice — for those, speak to the professional it works for.
- Bookings it makes are real and recorded — the business sees every booking, message and call in its dashboard, so its statements are verifiable.
3. A human is always within reach
You can ask for a person at any time, in your own words:
- In chat, the conversation is escalated to the business's team.
- On a call, the assistant transfers you to the staff — immediately, mid-conversation.
- Outside working hours, it takes your message and contact details so the business can call you back.
4. Call recording
Call audio is recorded only when the specific business has turned recording on — it is off by default. Where it is on, the assistant discloses it at the start of the call, and recordings are kept for a limited period. Details are in our Privacy Policy.
5. The technology behind it
Assistant replies are generated by large language models (Google Gemini, on the paid tier where conversations are not used to train Google's models). Speech recognition and the assistant's voice are provided by ElevenLabs. Conversation data is handled as described in our Privacy Policy — hosted in the EU, with bounded retention and real deletion. We do not use your conversations to train foundation AI models.
6. Questions
If anything about how our AI works is unclear — or you believe an assistant failed to identify itself — we want to hear about it: [email protected].
PANDORA G.P. · Komaithous 21 & Aretha, 26443 Patras, Greece · VAT: EL801214481 · GEMI: 151912016000