1. Current use
Decisions about Customers, Providers, Jobs, payments, refunds, disputes, suspensions and Provider verification are made by deterministic (rules-based) systems or by trained human administrators. AI is currently used inside FIX IT to power the Felix concierge — a conversational assistant that provides guidance, context-aware suggestions and reminders in-app. Felix does not itself take payment, refund, suspension, fraud or safety decisions.
2. Felix and the Context Engine
Felix operates through a deterministic Context Engine that decides what information is safe to share with the AI model and what response paths are available. Persona layers are role-aware (Customer, Provider, Administrator). Where Felix suggests an action, the action is executed only when you (or an authorised Administrator) confirm.
3. Levels of AI involvement
Any future AI feature will operate at one of three documented levels: Advisory (suggests, human decides), Assisted (drafts, human approves) or Automated (acts within narrow guardrails, human can override). Suspensions, Provider rejections, high-value refunds, fraud findings, safety decisions and legal escalations remain human-in-the-loop.
4. Logging and auditability
Every AI-assisted decision is logged with the model, model version, prompt, recommendation, confidence and any human override reason. This audit trail supports POPIA §71 human review.
5. Fairness
Any matching, ranking or scoring avoids protected characteristics and is tested for disparate outcomes before deployment.
6. Your rights
Where AI is used in a decision that materially affects you, you have the right to human review under POPIA §71. Requests can be made via privacy@empowr.co.za.
Last updated: placeholder. Final version pending legal review by EMPOWR (Pty) Ltd.