Privacy Policy

1. Who we are

Akili is an AI-powered customer-support chat platform operated by Clear Frame Consulting (ABN 92 885 291 639) ("Akili", "we", "us", "our"). Businesses ("Customers") use Akili to deploy chat assistants on their own websites. This Policy explains how we handle personal information and is intended to comply with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Where a Customer deploys our widget on their site, that Customer is generally the entity responsible for the personal information of the people they interact with, and their own privacy policy also applies. We act as a service provider that processes that information on the Customer's behalf.

2. Information we collect

• Account information: name, email and password when an admin or agent signs up.
• Conversation data: messages exchanged through chat widgets, including their content, attachments you choose to upload, and metadata (timestamps, audience type, conversation IDs).
• Knowledge content: documents, files and website content Customers upload or crawl to ground the assistant.
• Usage data: actions taken in the dashboard (settings changes, uploads, invitations), recorded in our activity log.
• Technical data: IP address, approximate location, browser and device information collected automatically.

Please do not submit sensitive information (e.g. health, financial account numbers, government identifiers, passwords) into the chat unless expressly required and lawful. See our Terms of Use.

3. How we use information

• To provide and operate the platform, dashboard and chat widgets.
• To generate AI responses grounded in the knowledge content a Customer provides.
• To produce analytics and performance reports for Customers.
• To maintain security, prevent abuse, and enforce our Terms.
• To communicate about accounts and service updates.

4. AI processing

Chat messages and relevant knowledge content are sent to large language models hosted on Amazon Bedrock (Anthropic Claude models) within the AWS Asia Pacific (Sydney) ap-southeast-2 region to generate responses. Content processed through Amazon Bedrock is not used to train the underlying foundation models and is not shared with model providers for their own purposes. We apply content-safety guardrails and automated PII detection on ingestion.

5. Storage and security

Data is stored on Amazon Web Services in the Sydney (ap-southeast-2) region. All data in transit is encrypted via HTTPS/TLS. Conversation data and knowledge content are stored in DynamoDB and S3, with per-tenant data encrypted using a dedicated key. We use role-based access controls, optional two-factor authentication, HMAC-based identity verification for widget users, and optional domain allowlisting. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

6. Disclosure of information

We do not sell personal information. We disclose it only to:

• Amazon Web Services — cloud infrastructure and Amazon Bedrock AI hosting (Sydney region).
• The relevant Customer — the business operating the assistant you are chatting with.
• Service providers who help us run the platform, under confidentiality obligations.
• Authorities where required or authorised by law.

7. Data retention

Conversation data is retained according to the retention period a Customer configures in their Security settings; by default it is retained until deleted by the Customer or on account closure. Sandbox/demo data is wiped within approximately one hour. Customers may request deletion of their data at any time by contacting us.

8. Your privacy rights

Subject to applicable law, you may request to:

• access the personal information we hold about you;
• correct inaccurate information;
• request deletion of your information;
• object to or restrict certain processing; and
• obtain a copy of your data in a portable format.

To make a request or raise a privacy concern, email support@akili.au. If you are in Australia and are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au. If a Customer controls your data, please also contact that business directly.

9. Children

The platform is not directed to children under 16. We do not knowingly collect their personal information. If you believe a child has provided information, contact us and we will delete it.

10. Cookies

The dashboard uses a single essential session cookie (__ai_session) to keep you logged in. We do not use advertising or cross-site tracking cookies.

11. Changes

We may update this Policy from time to time. Material changes will be notified to account holders by email or via the dashboard. Continued use after changes take effect constitutes acceptance.

12. Contact

Questions about this Privacy Policy? Contact Clear Frame Consulting at support@akili.au.