AI transparency

This page explains how Xebec EU Support uses artificial intelligence (AI) and how we meet the transparency obligations of the EU AI Act (Regulation (EU) 2024/1689) and the GDPR. This page is maintained by Xebec EU Support and is not an independent certification.

1. Where do we use AI?

• Website chatbot. When you open the chat window you are talking to an AI assistant, not a human. It answers questions based on our help centre and public product information.
• Help centre articles. Some help articles are drafted or translated with AI assistance and reviewed by our team before publication. Such articles carry a note at the bottom.

Ticket replies you receive by e-mail are written by a human support agent, not generated automatically.

2. What the AI does not do

• No automated decisions with legal or similarly significant effects (GDPR art. 22).
• No biometric identification, emotion recognition or profiling.
• No social scoring or manipulative techniques (prohibited under AI Act art. 5).
• No independent decisions on warranty, returns or refunds — a human always decides.

3. Classification under the AI Act

Our chatbot falls under limited risk in the sense of the AI Act. The main obligation is transparency: users must know they are interacting with AI and that content may be AI-generated. We meet this through (a) a visible notice at the top of the chat window, (b) this transparency page, (c) an AI note on AI-assisted help articles, and (d) human handling of every ticket.

4. Which data is processed?

• The content of your chat messages and tickets.
• If signed in: your account ID and linked details (name, e-mail, order number).
• Attachments you upload yourself.

Chat messages are sent to our AI provider(s) through the AI gateway we use, and are stored so a support agent can follow up on your conversation. Your data is not used to train public models. See our privacy statement for retention and your rights.

5. Human oversight

You can always reach a human by creating a ticket at /tickets/new. If an AI answer is wrong or unclear, let us know and we will correct it.

6. Limitations

AI answers can be factually wrong ("hallucinate"). Never rely on an AI answer alone for legal, medical or safety-critical matters. For binding information about warranty, prices or delivery times, the confirmation of a support agent or your official order confirmation always prevails.

7. Contact & complaints

Questions about our use of AI, or a request to access, correct or delete your data? Contact us at info@xebecsupport.eu or via a support ticket. You also have the right to lodge a complaint with your national data protection authority.