1. Introduction
At Nexus Improvement, we embrace technology that helps us deliver more efficient, innovative and effective services to our customers. Artificial Intelligence (AI) plays an increasingly important role in how we operate our business and deliver our consulting, implementation, training and support services.
This policy explains how we use AI, the types of information that may be processed, and the measures we take to protect customer information.
We are committed to using AI responsibly, transparently and in accordance with applicable data protection legislation, including the EU General Data Protection Regulation (GDPR).
2. How We Use AI
We may use AI-powered technologies to support a range of business activities, including:
- Research, information gathering and analysis.
- Software development, coding, debugging and troubleshooting.
- Business process analysis and improvement.
- Preparation of documentation, training materials and other content.
- Customer support, technical assistance and service delivery.
- Processing and analysing information submitted through our website, forms, emails and other communication channels.
- Automating administrative tasks and improving internal business processes.
- Developing, configuring and supporting customer systems.
AI may be used to assist our employees and contractors or as part of automated workflows within our business systems. Our use of AI may evolve as new technologies and capabilities become available.
3. AI Technologies and Service Providers
We use a range of AI technologies, including services provided by OpenAI (ChatGPT), Anthropic (Claude), Google (Gemini, as part of our Google Workspace business plan), Zoho (Zia and Zoho-hosted AI models), and other approved technology providers.
These services may be accessed directly, through application programming interfaces (APIs), or through integrations with our business software. Depending on the service and its configuration, AI processing may take place within our existing business applications or through external third-party providers.
We assess AI technologies before approving them for business use, taking account of their intended purpose, security, privacy and data processing arrangements.
4. Use of Customer and Personal Information
Information provided to Nexus Improvement may be processed using AI technologies where appropriate for the purposes described in this policy. This may include information submitted through website forms, email correspondence, support requests, project documentation and other business communications.
Where we use external AI tools for software development, troubleshooting or technical analysis, our standard practice is to remove or redact personal information before submitting data to those services. We use an offline data redaction tool to help remove selected sensitive or personally identifiable information from technical data, such as API responses.
Where processing identifiable customer personal data through an external AI provider is necessary, we will ensure that an appropriate legal basis, contractual arrangements and any required customer authorisation are in place.
We recognise that redaction does not necessarily constitute complete anonymisation, and we apply additional safeguards where required.
We do not sell customer personal information to AI providers.
5. Data Storage and International Processing
Nexus Improvement primarily uses business systems hosted within the European Union where such hosting arrangements are available and appropriate. However, some AI services, integrations and third-party technology providers may process or store information outside the European Economic Area (EEA).
Where personal data is transferred internationally, we take steps to ensure that appropriate safeguards are in place in accordance with applicable data protection legislation. These safeguards may include adequacy decisions, Standard Contractual Clauses and supplementary technical or organisational measures where required.
Although we seek to minimise unnecessary international data transfers, we cannot guarantee that all information processed through AI technologies will remain within the EU or EEA.
6. Security and Confidentiality
We take reasonable technical and organisational measures to protect information processed through AI technologies. These measures may include:
- Restricting access to approved AI services and authorised personnel.
- Redacting or minimising personal and confidential information before external processing.
- Using appropriate access controls and authentication.
- Reviewing the privacy and security arrangements of AI service providers.
- Applying contractual confidentiality and data protection requirements.
- Maintaining human oversight of AI-assisted activities.
Our employees and contractors are required to follow our internal AI usage and information security policies.
7. Human Oversight and Accuracy
AI-generated information may contain errors, inaccuracies or incomplete recommendations.
We remain responsible for the professional services we deliver and apply appropriate human review to AI-assisted outputs, particularly where they influence customer systems, business decisions or technical implementations. We do not rely solely on AI-generated information where professional judgement or additional verification is required.
We do not use AI to make solely automated decisions about individuals that produce legal or similarly significant effects without meeting the applicable legal requirements.
8. Customer Choice and Transparency
We recognise that customers may have specific requirements or restrictions concerning the use of AI technologies. Where appropriate, we will discuss these requirements and agree any necessary arrangements as part of our contractual relationship.
Customers who have concerns about the use of AI in connection with their information or services are encouraged to contact us.
Any restrictions or permissions agreed in a customer contract or data processing agreement will take precedence over the general descriptions in this policy.
9. Relationship With Our Privacy Policy
This AI Policy should be read alongside our Privacy Policy, which provides further information about how we collect, use, store and protect personal information, including individuals’ rights under data protection legislation.
This AI Policy does not replace our Privacy Policy, customer contracts or data processing agreements.
10. Changes to This Policy
AI technologies and the regulations governing their use continue to evolve. We may update this policy periodically to reflect changes in our business practices, technologies, legal obligations or data protection arrangements.
The latest version will be published on our website.
11. Contact Us
If you have questions about our use of AI or how your information may be processed, please contact Nexus Improvement using the contact details provided on our website.