AI Disclosure

1. What This Disclosure Covers

This AI Disclosure explains how artificial intelligence is used in the CallWaiting.ai service, the nature and limitations of that AI, and what you and your callers should understand about interacting with our AI receptionist.

2. Our AI Technology

CallWaiting.ai uses a combination of AI systems to handle your inbound calls:

• Voice AI (Retell AI): Converts spoken words to text (speech-to-text), generates spoken responses (text-to-speech), and manages real-time conversational flow.
• Large Language Model (LLM): Processes the content of the conversation, generates contextually appropriate responses, and decides how to handle caller requests based on your configured scripts and FAQs.
• Telephony (Twilio): Routes calls to and from your business phone number.

3. Caller Disclosure Obligations

Many jurisdictions require businesses to disclose to callers when they are interacting with an AI system rather than a human. You are solely responsible for complying with all applicable AI disclosure, chatbot disclosure, and call recording laws in your jurisdiction, including but not limited to:

• California Business and Professions Code § 17940-17943 (BOT Disclosure Act) - requires disclosure when a bot is used to communicate with California residents.
• State call recording consent laws (California Penal Code § 632 and equivalents).
• FTC guidelines on AI and automated communications.

CallWaiting.ai provides a default disclosure prompt ("You're speaking with an AI assistant...") that you may configure in your dashboard. We strongly recommend keeping this disclosure enabled.

4. What the AI Can and Cannot Do

The AI can:

• Answer questions about your business based on your configured knowledge base.
• Take messages and capture caller information.
• Book, modify, or cancel appointments when integrated with your scheduling system.
• Provide hours, directions, pricing, and other business information.
• Transfer calls to a human when requested or when the situation requires it.
• Send SMS follow-ups to callers (Pro plan).

The AI cannot:

• Guarantee 100% accuracy - AI systems can misunderstand, mishear, or generate incorrect responses.
• Handle true emergencies - the AI is not a substitute for 911 or emergency services. Configure call transfer to a human for any emergency situations.
• Make legally binding commitments on your behalf without your review.
• Access real-time data (inventory, availability) unless integrated with your systems via API.

5. AI Response Quality and Review

All call transcripts and summaries are available in your CallWaiting.ai dashboard for your review. We encourage you to regularly audit AI responses to ensure accuracy and appropriateness. You can update your scripts, FAQs, and response parameters at any time from your dashboard.

6. Data Used to Train AI

CallWaiting.ai does not use your call recordings or transcripts to train AI models without your explicit consent. Your business configuration data (scripts, FAQs, responses) is used only to configure your AI receptionist, not shared across other customers or used for model training.

7. Human Escalation

You can configure your AI receptionist to transfer calls to a human agent at any time - on caller request, on certain trigger phrases, or after-hours. We strongly recommend setting up at least one human escalation path for situations the AI cannot handle appropriately.

8. Accuracy and Liability

While we continuously improve our AI systems, we make no guarantee of 100% accuracy or availability. CallWaiting.ai shall not be liable for any damages arising from AI errors, misunderstandings, or service interruptions. See our Terms of Service for full limitation of liability provisions.