AI Assistant — Terms of Use & Acceptable Use Policy

1. Introduction

Utility Discount operates an AI-powered chat assistant ("Olivia") on our website and associated digital channels. Olivia is designed to help customers explore energy switching options, provide information about our services, and connect them with our team of human energy advisors.

By using our AI chat service, you agree to these Terms of Use. Please read them carefully before proceeding.

Olivia is powered by a third-party large language model (LLM). While we take reasonable steps to ensure accurate, helpful and appropriate responses, the AI assistant operates under the guidelines set out in this policy.

2. What Olivia does

Olivia is designed to:

• Help you find potentially better energy deals by collecting your details and preferences
• Answer general questions about energy switching, our services, and how we work
• Connect you with a qualified human energy advisor from our team
• Provide information about fixed-term energy contracts and potential savings

Olivia does not:

• Provide regulated financial advice
• Guarantee specific savings amounts — any figures discussed are estimates only
• Make binding commitments on behalf of Utility Discount or any energy supplier
• Have access to your existing energy account or billing information

3. AI disclosure

Olivia is an artificial intelligence assistant, not a human. We are committed to transparency about the use of AI in our services.

You will always be informed that you are interacting with an AI before providing any personal information. You have the right to request to speak with a human advisor at any point during the conversation by simply asking to be connected to a member of our team.

Conversations with Olivia may be reviewed by Utility Discount staff for quality assurance, training, and compliance purposes.

4. Information we collect through Olivia

To help find you a better energy deal, Olivia will ask you to provide:

• Your name and title
• Your postcode and home address
• Your telephone number
• Your current energy supplier
• Your approximate energy usage
• Whether you own or rent your home

This information is processed in accordance with our Privacy Policy and applicable UK data protection law, including UK GDPR and the Privacy and Electronic Communications Regulations (PECR).

By providing your telephone number through Olivia, you consent to being contacted by our team by phone, SMS or email to discuss energy deals that may be available to you. You can manage your marketing preferences at demo.utility.discount/marketing-preferences.

5. Acceptable use policy

When using our AI chat service, you must not:

5.1 Illegal or harmful activity

• Use the service for any unlawful purpose or in violation of any applicable laws or regulations
• Attempt to use the service to facilitate fraud, scams or other deceptive activities
• Use the service to harass, threaten or abuse any individual
• Attempt to extract or obtain personal data belonging to other individuals

5.2 Misuse of the AI system

• Attempt to manipulate, "jailbreak" or circumvent the AI assistant's safety guidelines
• Deliberately try to cause the AI to produce harmful, offensive or misleading content
• Use automated scripts or bots to interact with the AI service
• Attempt to reverse engineer, copy or reproduce the AI system
• Feed false or misleading information into the system to obtain incorrect outputs

5.3 Inappropriate content

• Submit content that is offensive, discriminatory, hateful or sexually explicit
• Share or attempt to elicit content that promotes violence or extremism
• Use the service to generate content that infringes any third-party intellectual property rights

5.4 Security and infrastructure

• Attempt to compromise the security or integrity of our systems
• Engage in any activity that could disrupt or degrade the performance of our service
• Attempt to gain unauthorised access to any part of our systems or data

6. Limitations of the AI service

You should be aware of the following limitations when using Olivia:

• AI responses are generated automatically and may occasionally be inaccurate, incomplete or outdated. Always verify important information with a member of our human team.
• Olivia cannot access live energy tariff data in real time. Savings estimates and deal comparisons are indicative only and subject to change.
• The AI assistant is not a regulated financial adviser. Nothing said by Olivia constitutes financial advice.
• Olivia operates within defined working hours. Outside these hours, your details will be captured and a member of our team will contact you on the next working day.
• The quality and accuracy of responses depends in part on the information you provide. Inaccurate information may result in unsuitable recommendations.

7. Human oversight

Utility Discount maintains meaningful human oversight of our AI systems. Specifically:

• All leads generated through Olivia are reviewed by a qualified human energy advisor before any switch or contract is initiated
• Our team of customer service agents can take over any conversation at any time
• Supervisors monitor AI interactions to ensure quality and compliance
• We regularly review conversation transcripts to identify and address any issues with AI responses

No energy switch or contract will be initiated solely on the basis of an AI conversation. A human advisor will always be involved in confirming your switch.

8. Consequences of misuse

If you breach this Acceptable Use Policy, Utility Discount reserves the right to:

• Immediately terminate your access to the AI chat service
• Refuse to process any enquiry or lead submitted through the service
• Report any illegal activity to the relevant authorities
• Take legal action where appropriate

9. Changes to this policy

We may update this policy from time to time to reflect changes in our services, technology or legal requirements. The date at the top of this page shows when it was last updated. Continued use of our AI chat service following any changes constitutes your acceptance of the updated policy.

10. Contact us

If you have any questions about this policy or our use of AI, please contact us:

Utility Discount
Telephone: 08000987641
Website: demo.utility.discount/contact
Email: customercare@demo.utility.discount

For privacy-related queries: demo.utility.discount/privacy