AI Policy

This policy explains how Chrome Telecom uses artificial intelligence in its own business and in the services it provides to customers. It applies to our staff, contractors and any AI tool used in the course of our work.

It sits alongside our Privacy Policy and Code of Conduct.

Our position on AI

AI can help with everyday work. It can also create problems when it is added without checking the data, permissions and processes behind it.

We treat AI as a tool that supports people, not one that replaces their judgement. A person remains accountable for any decision, recommendation or piece of work that reaches a customer, whether or not an AI tool was involved in producing it.

Principles we work to

  • Human accountability. Every output that affects a customer is checked by a named person before it is used or sent.
  • Approved tools only. Staff use AI tools that Chrome has reviewed and approved. Personal or unapproved accounts are not used for company or customer information.
  • Data minimisation. We do not put customer personal data, credentials, network details or commercially sensitive information into an AI tool unless that tool has been approved for it and the customer’s agreement allows it.
  • Transparency. If AI plays a material part in something we deliver to a customer, we will say so when asked, and we will not present AI-generated material as independent human expert advice.
  • Proportionality. We do not use AI where a simpler method is more reliable, and we do not recommend AI to customers who would not benefit from it.
  • No automated decisions about people. We do not use AI to make decisions about individuals that produce legal or similarly significant effects, including recruitment decisions, without human review.

Where we use AI

Depending on the task, we may use AI tools to help with drafting and summarising written material, transcribing and summarising calls or meetings where the participants have been informed, searching internal documentation, and supporting routine administrative work.

Where we provide AI services to customers, such as AI readiness reviews, Microsoft Copilot, voice or chat assistants or transcription, the scope, the data involved and the responsibilities on each side are agreed in writing before the service begins.

What we do not do

  • We do not use customer data to train public or third-party AI models.
  • We do not let an AI tool make changes to a customer’s systems without a person reviewing and approving the change.
  • We do not use AI to generate legal, regulatory or compliance wording and present it as advice. Where those questions arise, we will say that specialist advice is needed.
  • We do not record or transcribe a conversation using AI without telling the people involved.

Customer data and confidentiality

Customer information is handled under the same confidentiality and data protection obligations whether or not an AI tool is involved. Where an approved AI tool processes personal data on our behalf, it is covered by an appropriate agreement and recorded in our processing records.

If a customer tells us they do not want AI tools used in the delivery of their service, we will honour that and confirm what it means in practice.

Suppliers and third-party AI

We review the AI features built into the platforms we resell or support, including what data those features can access and where that data is processed. Where a platform introduces an AI feature that changes how customer data is handled, we will make that clear rather than enable it silently.

Responsibilities of our team

Anyone using AI in their work at Chrome is responsible for checking the output before relying on it, for keeping company and customer information out of unapproved tools, and for raising anything that looks wrong. Concerns can be raised through the routes set out in our Code of Conduct.

Review

AI tools and the rules around them change quickly. We review this policy at least annually, and sooner if the technology, the law or our own use of it changes materially.

Questions about this policy can be sent to hello@chrometelecom.co.uk.

Last reviewed: 19 August 2026.