Responsible AI

Last updated August 2026

The Concierge is an AI system that speaks with guests on behalf of a business. That deserves a plain explanation: what it does, what it will not do, how data is handled and where a person always remains in charge.

One principle above the rest. The Concierge exists to extend a business's hospitality, never to disguise itself as something it is not. Guests are told they are speaking with a digital concierge and a human is always reachable.
01

What the Concierge does

It understands a guest's message in natural language, answers from the knowledge its client business has given it, keeps the thread of a conversation and - where the business has enabled it - checks availability and creates reservation requests in that business's systems.

02

What it does not do

It does not pretend to be human
The Concierge identifies itself as a digital concierge. It is never presented as a named member of staff.
It does not invent policy
It answers from the knowledge base its client provides. Where it does not know, it says so and offers a human.
It does not make automated decisions about people
No profiling, no scoring, no decisions producing legal or similarly significant effects within the meaning of Art. 22 GDPR.
It does not take payments in conversation
Card and payment details are never requested or handled by the Concierge.
03

A human is always available

Every deployment includes escalation: when a request needs personal attention, when a guest asks for a person, or when the Concierge is not confident, the conversation is handed to the client's team with its full context. Businesses set the rules for when this happens.

04

Guest data

For conversations handled on behalf of a client, that client is the data controller and Plateon is the processor, acting only on their documented instructions under a data processing agreement. We do not use guest conversations for our own purposes.

Model training
Guest conversations are not used to train foundation models. Our model providers are contractually bound not to train on data submitted through their APIs.
Retention
Conversation data is retained for the period agreed with the client business and deleted on request or at the end of the agreement.
Location
Processing takes place with providers offering appropriate safeguards. Transfers between the UK, the EEA and elsewhere rely on adequacy, the UK IDTA or Addendum, or Standard Contractual Clauses.
Special category data
The Concierge is not designed to collect health, dietary-as-health, or other special category data. Where a guest volunteers such detail, it is treated under the client's instructions and applicable law.
05

Accuracy and oversight

Language models can be wrong. We reduce that risk by grounding answers in the client's own knowledge rather than the open internet, by testing each Concierge against real scenarios before launch, by monitoring conversations after launch and by making escalation easy at every point.

Businesses remain responsible for the accuracy of the information they give the Concierge and can correct or update it at any time.

06

Transparency obligations

Plateon is a UK company whose clients operate across Europe, so we build to the stricter standard. Under the EU AI Act, systems that interact with people must make that interaction clear: guests are told they are speaking with an AI concierge and clients are given the wording used. We monitor the Act's phased application alongside UK regulatory guidance and adjust the product accordingly.

07

Questions

For our data processing agreement, security overview, subprocessor list or model providers, write to hello@plateontechnology.com.