ALL INTERMEDIA SERVICES
This Artificial Intelligence (AI) Policy and Notifications document (this “AI
Policy”) applies to all Services offered by Intermedia.net, Inc. and its direct and
indirect parent and subsidiary entities (collectively, “Intermedia”) and
contains important disclosures, notifications and disclaimers to which the entity purchasing any of the
Services (“You”) and Your Users will be subject. This AI Policy is intended to
provide You and Your Users with additional information regarding Intermedia’s AI functionalities
within the Services, including guidelines for the use of such functionalities and the handling of Your
personal data and other confidential or sensitive data within the AI functionalities.
This AI Policy is issued pursuant to and incorporates by reference the terms and conditions, as applicable,
of (i) the Master Service Agreement, Carrier Agreement, and/or Distribution Agreement (collectively, the
“MSA”) by and between Intermedia and You and serves as a supplement
to the Intermedia Product Schedules published with respect to the Services, (ii) the End User License
Agreement (the “EULA”), (iii) online interfaces and submission tools (including without limitation chatbots,
virtual assistants, customer support inquiry forms, and other web-based forms or interactive fields through
which data or prompts may be submitted to or processed by AI features and services), or (iv) other
contractual documentation (clauses (i) through (iv), collectively, “Agreements”) along with
Intermedia’s Privacy Policy, which is available at https://www.intermedia.com/intermedia-privacy-policy. All
capitalized terms in this AI Policy shall have the same meaning as set forth in the Agreements, unless
defined
herein. Resellers of Intermedia
Services, per the terms of their MSA, are required to incorporate the terms of this AI Policy (including
without limitation the usage restrictions herein) into the resellers’ agreements with their end
customers; any references herein to usage of the AI features and services by You constitute references to
usage of the AI features and services Your end customers.
By ordering the Services, selecting “I Accept and Continue” in Your Account, agreeing to the
terms of the Agreements, or using the Services, You acknowledge and accept this AI Policy and agree to be
bound by
its terms. This AI Policy is effective immediately upon Your initial use, order or purchase of the Services
on or after the effective date hereof.
In the event of a conflict or inconsistency between the terms of the MSA and the terms of this AI
Policy, this AI Policy shall supersede and govern.
Definitions. For the purposes of this AI Policy, the following definitions apply:
- “Account” means the account created with Intermedia that relates to Your purchase or
subscription to and use of Services by You and Your Users.
- “AI” means Artificial Intelligence, which is the development of computer systems able
to perform tasks that have historically required human intelligence, such as visual perception, speech
recognition, decision-making, interpretation, and translation between languages.
- “Data” means all data submitted and/or generated by Your Users in connection with the
use of AI features and services, including all content, material, IP and similar addresses, call and
meeting recordings, messages and account information and settings.
- “Generative AI” is a type of AI that uses machine learning to generate new content in
response to a user’s query, such as generating or reviewing/modifying computer code, writing
essays or business communications, creating artwork, and analyzing large amounts of data. Examples of
prominent Generative AI tools are ChatGPT by OpenAI, CoPilot by Microsoft, Claude by Anthropic, and
Gemini by Google.
- “Third-Party Service” means any service or product offered by a party that is not
Intermedia.
- “User” means any of Your employees, consultants or independent contractors to whom
You grant permission to access the Services.
1. Background; Use of Third-Party Solutions; Data Residency.
- AI features offer the capability to perform numerous tasks more efficiently and accurately, such as
analyzing data, creating content, making predictions and automating tasks. Because AI has such
tremendous potential to enable greater efficiency and expanded insights into data and communications,
Intermedia intends to continue developing and introducing new AI features and functionality to its
Services to help You realize those benefits. However, AI is an extremely complex and rapidly evolving
area that presents numerous potential risks, limitations and restrictions related to issues such as
confidentiality, privacy, intellectual property and reliability, to name just a few. The purpose of this
AI Policy is to help You better understand those risks, limitations and restrictions so that You and
Your Users can make informed decisions regarding Your use of Intermedia’s AI features and
functionality, including whether to use such features and functionality, how to use them and their
outputs, who should have access to them, and what types of data to share with them. By activating and
using Intermedia’s AI features and functionality, You (a) agree that You and Your Users shall use
the AI features in a secure, responsible and confidential manner, in accordance with applicable law and
regulations; (b) acknowledge that You have been advised of and accept the risks, limitations and
restrictions associated with using AI, including without limitation those described in this AI Policy;
and (c) agree that it is Your responsibility to advise Your Users regarding the risks, limitations and
restrictions related to AI features described herein.
- Many of the AI-related services, features and functionality offered by Intermedia are powered by
third-party AI solutions. Intermedia attempts to identify and use leading third-party AI solutions, and
Intermedia conducts thorough reviews of the security (of both the third-party AI tools themselves and
the infrastructure used to host and deliver them) and performance of such solutions prior to selecting
the third-party vendors to provide such services. In addition, Intermedia will use reasonable care to
securely transmit to the third-party AI service providers the data that Your Users submit to the AI
tools. However, Intermedia has no control over the quality or performance of such third-party AI
solutions. Furthermore, the data that Your Users submit to the AI tools (along with the output generated
by the applicable AI tool) will be stored, transmitted and processed by such third-party service
providers (including without limitation providers of the AI solutions themselves and providers of data
storage for such information), and Intermedia has no involvement in the processes or practices that such
third-party vendors use when handling Your and Your Users’ data. Intermedia therefore makes no
assurances regarding, and disclaims all liability and responsibility regarding, (a) the quality,
accuracy and/or performance of any such third-party AI solutions; and/or (b) the ability of the
providers of such third-party AI solutions to adequately and successfully protect the privacy and/or
confidentiality of any of Your data that You or Your Users provide to or receive from such AI solutions.
- Data (a) may be transferred to, stored and/or processed in locations (including, without limitation, in
the United States) outside of the country in which the data was initially collected or in which the
applicable user resides and (b) will be processed, by Intermedia and/or authorized third-party service
providers, in accordance with Intermedia’s existing partner and customer agreements, this AI
Policy, and data protection laws applicable to the services being provided.
2. General Limitations of AI.
- When using AI, You and Your Users should take into consideration a variety of disclaimers and
limitations to help enhance the safety, accuracy and effectiveness of the output of AI technology. This
is particularly relevant when using and relying upon content generated by Generative AI features.
Examples include:
- Potential for Errors/Inaccuracy: AI systems are not always accurate and error-free. AI
systems can make mistakes when processing and/or generating information, or the information they
are accessing may not be correct. For example:
- The source data that is accessed by an AI system is generally a fixed set of data as of
a particular date. That source data may become outdated, and an AI system will generate
incorrect output if it relies on any such outdated data when generating that output.
- The source data that is accessed by an AI system may be incorrect. AI systems generally
refer to data available on the Internet, some of which may be factually inaccurate.
Reliance on any such inaccurate data will lead to errors in the output generated in
reliance on that data.
- Even if source data is current and accurate, AI systems may not process or interpret
that data correctly, and the resulting output may therefore be misleading or incorrect.
- Security Risks: Like any computer system, AI systems can potentially be vulnerable to
cyber attacks. Users should be cautious when using AI tools and should avoid sharing sensitive
information (such as confidential data or personally identifiable information) with AI systems,
whenever possible. Examples of potentially confidential or sensitive information may include:
- Proprietary source code or product diagrams;
- Passwords;
- Lists or documents containing customer or vendor information;
- Financial data or pricing information;
- Personally identifiable information (or PII), such as individuals’ names, social
security numbers, addresses, email addresses, phone numbers, or any other data that can
uniquely identify an individual;
- Credit card or bank account information;
- Employee data;
- Copies of business contracts; and
- Security information
- Bias Issues: AI systems are trained on particular sets of data. That training data may be
biased. As a result, the output from AI systems can be biased due to issues with the data on
which they are trained. Users of AI should be aware of potential biases and take steps to
mitigate them, such as by independently verifying statements or findings generated by AI tools.
- Legal Compliance: The legal and regulatory environment related to AI tools is constantly
and rapidly changing. Governments around the world are considering legislation that would
restrict or limit the ways that AI systems can function and can be used. In addition, the output
of AI systems may potentially violate the intellectual property or other rights of third
parties, such as by not properly identifying information that is owned (and whose use is
restricted) by others and incorporating that information into its output. Users must always be
aware of these risks and the importance of using AI systems and tools (and their output) in a
legally compliant manner. When using a Generative AI tool to generate computer code, for
example, it is recommended to perform a code scan on the generated code to identify security
vulnerabilities and/or potentially problematic open source/third-party code before incorporating
such code into a company’s products.
- Ethical Considerations: AI systems may raise ethical concerns, such as potentially
violating privacy laws or regulations or reflecting discriminatory or offensive content. Users
should ensure that all output of an AI tool considers and evaluates the sensitivity and
appropriateness of the underlying data and does not use or embody data in an unethical manner.
In general, users should approach AI with caution and be aware of its limitations and potential risks. It
is crucial that users use AI responsibly, carefully review the output of any AI tool before using it,
and take steps to ensure that such tools are used safely and appropriately.
- In certain cases, Intermedia’s AI features and services may be incorporated into Your interactions with
third parties, such as by enabling Your customers to communicate directly with an AI-powered feature or
service or by advising Your human support agents how to respond to certain questions or requests. Such
interactions are subject to the limitations and restrictions described above. The output of the AI
features and services may therefore be incorrect, biased, legally non-compliant or unethical. You are
responsible for taking any and all precautions necessary to ensure that You are protected against any
potential liability arising from the output of the AI features and services, including providing
appropriate notifications to individuals who interact with the AI feature or service and ensuring that
the AI feature or service is not empowered to make any decisions without human review and approval.
- Certain third-party AI tools are structured to use the content of customer communications to train their
tools. However, Intermedia has designed its AI-related services, and its use of third-party AI services
in connection therewith, with the intent of not using any of Your audio, video, chat, screen sharing,
attachments or other communications using Intermedia’s Services, without Your consent, to train
Intermedia’s or third-party artificial intelligence models.
3. Categories of Intermedia AI Services and Features.
The table in the attached Appendix A outlines the categories of AI services referenced in this AI
Policy.
4. Service Limitations and Disclaimers.
- Service Limitations. The AI tools, features and functionality offered through or in connection
with the Services are provided on an “as is” basis, and Intermedia makes no representation
or warranty with respect to the availability, the effectiveness, the accuracy or any other aspect of the
output or performance of such AI tools, features and functionality. Use of the AI tools, features and
functionality is at Your sole risk. Notwithstanding anything to the contrary otherwise set forth herein,
You hereby release and agree to hold harmless Intermedia from and against, and that Intermedia will have
no liability whatsoever in connection with, any damages or liabilities of any kind arising out of:
- Any inaccuracies, errors, biases or offensive content contained or reflected in any output
generated by an AI tool, feature or functionality, regardless of whether such inaccuracies,
errors, biases or offensive content are the result of incorrect, outdated or biased source
information, failures of the AI tool to properly process source information and generate correct
output, or any other reason;
- Any security incident impacting Your data that results from a failure by any third party
provider of AI-related services to adequately protect such data from unauthorized access, use,
misappropriation or other conduct;
- Output from any AI services, features or functionality that (i) violates any applicable law
or regulation; (ii) infringes on the intellectual property or other rights of any party;
(iii) is subject to restrictive licensing provisions or other restrictions or limitations
that could negatively impact any party that attempts to use such output;
- Any failure by a third-party provider of AI-related services to successfully segregate Your data
from the data of other users of the provider’s services; and
- Any failure of an AI tool to correctly identify and redact/remove sensitive or confidential
information from a summary, transcript or any other work product that it generates.
- Any failure of an AI tool to operate in real time, including delays caused by latency,
connectivity issues, third-party dependencies, or system outages, which may result in degraded
performance, unavailability of certain features, or delayed response;
- Any inaccurate, incomplete or unreliable outputs from AI tools designed to operate in real-time,
as real-time analysis may limit the tool’s ability to apply contextual understanding in
time-sensitive interactions;
- Any failure of an AI tool to accurately interpret user input or intent, which may result in
misclassification, misrouting, or other unintended actions; and
- Any failure of an AI tool to correctly execute tasks based on predefined logic or business
rules, which may result in omissions, inaccuracies, or scheduling errors.
Users should not rely solely on AI features for critical or time-sensitive tasks.
Intermedia Service Level Agreements do not cover the AI features and services (for example,
unavailability of an AI feature or service does not constitute unavailability of the applicable Service
in which such AI feature or service is used, for purposes of the applicable Service Level Agreement of
such Service). Intermedia does not offer a separate Service Level Agreement for the AI features or
services.
You acknowledge and agree that the limitation of Intermedia’s liability is a material term to
Intermedia and that it would not otherwise make the AI tools, features and functionality available
without this limitation, and that You agree that these limitations are reasonable.
- Limitation of Liability. Intermedia will not be liable for any direct, indirect, incidental,
special, punitive or consequential damages, including but not limited to damages for lost profits,
business interruption, loss of programs or information, and the like, that result from the use or
inability to use the AI features and services or from mistakes, omissions, the AI features or services
not meeting Your requirements or expectations, interruptions, errors, defects, or delays in operation or
transmission, regardless of whether Intermedia has been advised of such damages or their possibility.
Intermedia will not be liable for any harm that may be caused by the execution or transmission of
malicious code or similar occurrences, including without limitation disabling devices, drop dead
devices, time bombs, trap doors, Trojan horses, worms, viruses and similar mechanisms. The warranty
restrictions and limitations set forth in this Schedule are in addition to the warranty restrictions and
limitations provided for in the MSA. Except as otherwise set forth in this Schedule, You agree that the
total liability of Intermedia and Your sole remedy for any claims shall be as set forth in the MSA.
5. Fair Use Policy.
- Intermedia may offer AI features or services that are described as including unlimited use. However,
Intermedia reserves the right to review usage of any “unlimited” plans to ensure Fair Use
and reserves the right to, at any time, take the actions noted in Section 5.2 below without notice to
You. “Fair Use” means that the total usage of the applicable Service (whether measured in terms
of queries, volume of content transmitted to or processed by such Service, or any other metric that
reasonably reflects the cost incurred by Intermedia to deliver such Service) does not substantially
exceed, in Intermedia’s reasonable judgment, the average use of all other Intermedia customers as
measured on a per user basis. Usage and associated charges for excess usage will be determined based
solely upon Intermedia’s collected usage information. Fair Use also prohibits any activities that
result in excessive usage including, but not limited to, automated queries, continuous or extensive
recording of calls or meetings, mass uploads of data, or any activity that disrupts the activities of
Intermedia and/or other Intermedia customers.
- If Your usage exceeds the limits for Your Account (if applicable) or otherwise exceeds Fair Use, You
agree that Intermedia may immediately, in its sole discretion, (a) charge You for such excess usage via
Your automated payment account (or by invoice if You have been accepted into Intermedia’s check
paying program), (b) upgrade You to a plan or increase the limits on Your Account to address this excess
usage, and/or (c) suspend Your Account or terminate Your Account upon notice to You. Upon any upgrade or
increase on the limits of Your Account, You will be responsible for the new costs and fees.
6. Use of the AI Features and Services.
- Business Use. You will use the AI features and services predominantly and primarily for Your own
business, non-personal use. You will not allow any third party, including Your vendors and service
providers, to access or use the AI features and services, other than as part of their communications
with You (for example, You will not make the AI features or services available to third parties for
their own business or personal use).
- Restricted Activities. You will not use the AI features and services: (a) for activities that are
unlawful, harassing, libelous, abusive, harassing, tortious, defamatory, threatening, harmful, invasive
of privacy, vulgar, pornographic, obscene or otherwise objectionable in any way or that are harmful to
minors in any way under the law or otherwise; (b) to transmit or knowingly to accept any material or
communications that may infringe the intellectual property rights or other rights of third parties,
including, but not limited to, trademark, copyright, patent or right of publicity; (c) to interfere
with, disrupt, attempt to interfere with or disrupt computer servers or networks connected to the
Services or violate the regulations, policies or procedures of such networks; (d) to harass or to
interfere with another user’s use and enjoyment of the Services; (e) to transcribe or otherwise
process unlawfully recorded conversations or meetings in violation of applicable law; or (f) in a manner
deemed by Intermedia to be inappropriate. You may not access the AI features and services for purposes
of monitoring their performance, availability, or functionality, or for any other benchmarking or
competitive purposes, without Intermedia’s prior written consent. You may not access the AI
features and services if You are a direct competitor of Intermedia, without Intermedia’s prior
written consent pursuant to a separate written agreement.
- No Resale. You acknowledge and agree that in order to resell the Services, You must enter into a
separate written agreement with Intermedia. Except as set forth in the preceding sentence, You shall not
resell the AI features and services or make them available for use by third parties, and doing so
constitutes an abusive practice subjecting You to immediate termination of this Schedule and the
Services.
- Applicable Law; Fraudulent Usage.
- Applicable Law. You acknowledge and agree that access to and use of the AI features and
services may be restricted or limited as a result of Applicable Laws and that You will not use,
or allow the use of the AI features and services, in contravention of, and will comply with, any
Applicable Law. You represent that (i) You and Your Users are not named on any Governmental
Authority list of persons or entities prohibited from receiving exports, and (ii) You will not
permit Users to access or use AI features or services in violation of any export embargo,
prohibition or restriction. You acknowledge and agree that that it is Your sole responsibility
to use the Service in a lawful manner. Notwithstanding any other provision of this Schedule or
the MSA, this Schedule is subject to change, modification, or cancellation, with or without
prior notice, for any reason, including without limitation as may be required or reasonably
deemed necessary by Intermedia pursuant to any Applicable Law, including any order, rule or
decision of a Governmental Authority.
- Fraud. It is the express intention of the parties that You, and not Intermedia, will bear
the risk of loss arising from any unauthorized or fraudulent usage of AI features or services
provided under this Schedule to You. Intermedia reserves the right, but is not required, to take
any and all action it deems appropriate to prevent or terminate any fraud or abuse in connection
with the AI features or services, or any use thereof; provided, however, that any such action
will be consistent with applicable federal, state and local laws, rules, and regulations and
provided further that the failure to take any such action will not limit Your responsibility for
all usage of the Services.
- Recording of Communications. Certain AI features and services involve the recording of the
content of communications, including phone calls, chat/SMS messages or online meetings and/or the
processing of data from such recorded communications. Notwithstanding any other applicable provisions or
prohibitions of use set forth in this Schedule or the MSA, You agree and acknowledge that You are solely
responsible for complying with all applicable laws in any relevant jurisdiction when using call or
meeting recording features. Intermedia expressly disclaims all liability with respect to Your recording
of communications, including conversations and all other interactions. You hereby release and agree to
hold harmless Intermedia from and against any damages or liabilities of any kind related to the
recording of any communications using, or the processing of any such recordings by, the AI features or
services.
- Intermedia’s Right to Remove or Modify AI Functionality. Intermedia may, in its sole
discretion, change or discontinue any AI feature or service at any time, without notice, and does not
represent or warrant the result of any such action. Intermedia may convert any AI feature or service to
a paid service upon notice to you.
- Data Access, Visibility, Usage, and Storage.
- Data Access by Account Administrators. You and Your Users should be aware that Your
Account administrators have the ability to grant access to supervisors and other coworkers for
the purpose of reviewing Users’ and other third parties’ interactions with AI
Services and/or AI analysis of Users’ and other third parties’ interactions’
AI analysis. As part of this ability, Your Account administrators will also be able to grant
access to themselves to such content and analysis.
- Data Access for Generative AI Tools. Any information provided to or generated by a
Generative AI tool in its interactions for a particular customer, including sensitive and/or
confidential information included in such interactions, may be available as referenceable data
to the Generative AI tool for generating future work products for that particular customer.
- Data Usage by Intermedia. Intermedia may use any information that is generated through
You and Your Users’ usage of Intermedia Services to (a) optimize users’ experience using
our applications and Intermedia Services; (b) provide customers and partners with dashboards and
reports; and (c) conduct analytics to improve Company’s applications and Service performance.
However, as described in Section 2.3 of this AI Policy, Intermedia has designed its AI-related
services, and its use of third-party AI services in connection therewith, with the intent of not
using any of Your content, without Your consent, to train Intermedia’s or third-party
artificial
intelligence models.
- Retention of Confidential Information.. Sensitive and/or confidential information that is
included in interactions with an AI feature or service, if it is not successfully redacted from
such interactions, may be included in the archive or database of information for Intermedia or
its third-party AI service provider vendors, subject to the limitations on use and processing
set forth in this AI Policy and in Intermedia’s privacy documentation.
- If You purchase Intermedia’s Archiving service, You and Your Users should be aware that
(a) the Archiving service is configured to archive all communications between Your Users and the
AI Services (just as the service archives all of Your Users’ other communications), and
(b) as a result, Your Account administrators will have the ability, by accessing the archive of
Your company’s communications, to view Your Users’ interactions with AI Services.
- Use of Category 1 Services. While, for certain products, Intermedia uses reasonable efforts to
identify and extract/redact personal, sensitive or other confidential information from AI-generated
transcriptions and summarizations, Category 1 Services, such as the AI-powered redaction tools, may not
successfully identify and redact all sensitive and/or confidential information that is included in such
transcriptions or summarizations. As a result, sensitive and/or confidential information that is
communicated during an interaction may potentially be included in the output generated by an AI tool,
feature or functionality of that interaction.
- Use of Category 2 Services.
- Category 2 Services, such as Sentiment Analysis features, are designed to provide insights based
on patterns detected in recorded conversations; however, such tools may not accurately capture
or interpret tone, nuance, or intent with human-level accuracy. Such services may misinterpret
sarcasm, emotion, or context, and should not be relied upon as the sole basis for assessment of
customer sentiment, employee performance, or compliance.
- Certain Category 2 Services, such as Topics Analysis features, may identify and categorize key
points of conversational interactions based on patterns in speech and language; however, it
should not be viewed as a precise summary of intent, relevance, or importance. Contextual
nuances such as sarcasm, metaphor, or rhetorical phrasing may lead to the unintended
prioritization of content that is tangential or contextually insignificant.
- Use of Category 3 Services. Category 3 Services, such as Summarization, are designed to provide
condensed representations of oral or written conversational content by identifying and extracting key
points based on patterns in language, speech, and word choice. These summaries are machine-generated and
may omit, misrepresent, or de-emphasize important contextual details, including intent, tone, or
qualifying language. Customers should not rely solely on these outputs for decision-making and are
advised to review source content where precision or completeness is required
-
Use of Category 4 Services.
- Contextual Memory. Certain Category 4 Services have contextual memory, which is the
ability to access and reference previous communications between a User and the Category 4
Services. However, that contextual memory is generally limited to a specific number of previous
communications and only for a limited period of time, and Users have the ability to reset the
contextual memory of certain Category 4 Services.
- Harmful Content. Users are able to send URLs or other forms of web links to the Category
4 Services, and the Category 4 Services may include URLs or web links in their output. In
addition, You and Your Users should be aware that Intermedia does not scan such URLs or web
links for malicious code, inappropriate or illegal content, or any other harmful attributes,
including without limitation disabling devices, drop dead devices, time bombs, trap doors,
Trojan horses, worms, viruses and similar mechanisms (collectively, “Harmful
Content”). Intermedia expressly disclaims all liability with respect to any Harmful
Content contained in any URL or web link shared by or with Your Users via the Category 4
Services. You hereby release and agree to hold harmless Intermedia from and against any damages
or liabilities of any kind related to any Harmful Content contained in any URL or web link
shared by or with Your Users and/or any third parties via the Category 4 Services.
- Content of Data. Intermedia does not screen or filter the content of messages, links or
attachments sent to or by the Category 4 Services (whether for offensive or illegal content,
viruses or otherwise), and Intermedia does not modify any User content sent to the Category 4
Services. As with all Services, You assume full responsibility and liability for the legal and
compliant use of the Category 4 Services by Your Users. Intermedia expressly disclaims all
liability with respect to any content, links or attachments included by Your Users or any third
parties in a message to the Category 4 Services or in any response or output generated by the
Category 4 Services.
- Custom Knowledge Base. Certain Category 4 Services rely on a custom knowledge base, which
is provided by the customer (“Custom Services”). Therefore, You, as the customer of
any such Custom Services, are fully responsible for (i) the accuracy, completeness and
appropriateness of all content provided to the Custom Services for use in such knowledge base;
(ii) regularly monitoring and reviewing such content to ensure that it remains current, correct,
and complete; (iii) ensuring that You and Your Users do not include confidential, personal, or
sensitive information in the custom knowledge base that You create for the Category 4 Services;
and (iv) the accuracy and completeness of all responses generated by the Custom Services.
Intermedia expressly disclaims all liability with respect to the accuracy and completeness of,
or the inclusion of any confidential, personal, or sensitive information in, all responses
generated by the Custom Services. You hereby release and agree to hold harmless Intermedia from
and against any damages or liabilities of any kind related to inaccurate or incomplete responses
generated by the Custom Services.
- AI Support Services. Certain Category 4 Services, such as the AI Support Bot, will be
able to access multiple sources of Intermedia technical support information to identify the
desired answer to a User’s query. However, the data set to which those certain Category 4
Services have access, and that is used to train those services, must draw data from multiple
different sources where the underlying content is posted. Because that data is dispersed in
multiple locations (e.g., Knowledge Base articles will be stored in one location/system, and
Frequently Asked Questions will be posted and stored in a separate location/system), instead of
in one centralized location, these Category 4 Services may not be able to accurately interpret
and align multiple different data repositories or successfully identify correct responses to a
User’s query.
- Certain Category 4 Services leverage natural language processing to assess the content and
context of user interactions and take appropriate automated actions, which may include routing,
response generation, or task execution. Such Category 4 Services are designed to achieve high
intent classification accuracy, but misinterpretations may occur due to background noise,
ambiguous phrasing, overlapping speech, accents or terminology, or varied speech patterns.
Intermedia will have access to review Users’ interactions with the AI Support Services (both
queries and responses) in order to evaluate and help improve the accuracy and performance of the AI
Support Services.
-
Use of Category 5 Services.
- Category 5 Services, such as AI Guardian, rely on machine learning to identify patterns and
trends in each User’s communications; however, Intermedia does not guarantee that such
Category 5 Services will successfully identify every malicious email or correctly characterize
the level of risk associated with each inbound email.
Appendix A
AI Service Categories
| Category |
Category Title |
Category Description |
Types of AI services* |
Service Description |
Feature Examples* |
| 1 |
AI Processing |
AI Processing encompasses the foundational
computational activities that enable AI technologies to function. This includes the ingestion,
analysis, transformation, and interpretation of structured and unstructured data using machine
learning, natural language processing, and other AI techniques. These processes support a wide
range of AI services by turning raw inputs into meaningful, actionable outputs.
|
Transcription |
Converts raw audio (unstructured data) into structured text using
speech recognition models. |
– UCaaS: Voicemail email message, My Voicemails, Meeting AI
Recap
– CCaaS: Voice Recording Log, AI Evaluator, AI Agent Assist, AI Supervisor Assist
|
| Redaction |
Involves identifying and masking sensitive information in
transcripts or data sets. |
– CCaaS: Call transcription |
| Speech dynamics analysis |
Interprets vocal cues such as tone, pitch, and tempo to extract
deeper insights from speech. |
– CCaaS: AI Evaluator’s agent performance |
| 2 |
Conversational Intelligence |
AI-driven capabilities that enable systems to engage
in, interpret, and analyze human dialogue. It includes understanding user intent, managing
dialogues, responding naturally in context, and deriving insights from conversations across
text, voice, or multimedia formats. These capabilities power virtual assistants, chatbots,
transcription tools, and real-time communication aids. |
Sentiment analysis (overall, evolving) |
This service interprets emotional tone and intent within
conversations (e.g., detecting if a customer is frustrated or satisfied), by processing spoken
or written dialogue to classify emotional valence (positive, negative, neutral). |
– CCaaS: Voice Recording Log, AI Evaluator, AI Agent Assist, AI
Supervisor Assist |
| Smart replies |
This service uses AI to suggest contextually relevant responses
during conversations. By analyzing preceding messages, it provides users with quick, one-tap
reply options to improve response speed and streamline communication. |
– UCaaS: Mobile app chat |
| Topics analysis |
This service identifies key themes, issues, or subjects discussed
in a conversation. AI models parse and categorize the content of communications to surface
common or emerging topics. |
– CCaaS: AI Supervisor Assist |
| 3 |
Operational Insights (actionable information) |
Operational Insights involve the use of AI to generate timely,
data-driven observations that help improve decision-making, efficiency, and performance. These
insights often come from analyzing behavioral trends, communication patterns, system logs, or
customer interactions. The goal is to surface actionable intelligence that can guide operations,
resource allocation, customer service, and overall strategy. |
Summarization |
Automatically condensing transcriptions into key points, providing
a distilled view of what occurred. |
– UCaaS: Meeting transcription
– CCaaS: Voice Recording Log,
AI Evaluator, AI Agent Assist, AI Supervisor Assist |
| 4 |
Task Assistance & Automation |
AI services designed to augment or automate routine and
complex tasks. This category covers tools that can perform workflows, trigger actions, and
assist users in completing tasks more efficiently. The focus is on reducing manual effort,
enhancing productivity, and minimizing human error. |
AI Assistant – custom knowledge |
A Generative AI assistant with access to business-specific
information defined and provided by the organization (e.g., internal documents, help guides,
product details, and communications data). It can answer questions and assist users using only
that defined knowledge base. |
– CCaaS: AI Agent Assist, AI Builder |
| AI Assistant – general knowledge |
A Generative AI assistant with no organization-specific training,
but capable of drawing answers from general-purpose knowledge (typically the open internet or a
public dataset). |
– UCaaS: AI Assistant |
| AI Support Bot (when available) |
A support-focused AI bot trained specifically on Intermedia product
documentation, such as support articles and FAQs. It’s used by customers and partners to
resolve technical issues or access product instructions. |
– UCaaS: Support AI Assistant |
| AI Agents |
A conversational AI agent with access to business-specific
information defined and provided by the organization (e.g., internal documents, help guides,
product details, and communication data), that handles basic inquiries using natural language
and can perform actions, such as routing interactions or scheduling appointments/services, using
predefined logic, integrations with external systems, and business rules. Helps reduce wait
times and the need for human intervention in repetitive tasks. |
– UCaaS: AI Agent / Receptionist
– CCaaS: AI Agent /
Receptionist, AI Intent Routing |
| 5 |
AI-Enhanced Security |
AI-Enhanced Security includes services that leverage AI to detect,
prevent, or respond to cybersecurity threats. These services apply machine learning to
communication patterns, behavioral anomalies, and contextual cues to identify potential risks or
malicious activity. |
AI-Powered Email Filtering |
Uses AI to analyze communication styles, trends, and terminology in
email messages to detect potential threats. |
– AI Guardian for Hosted Exchange email
– AI Guardian for
Microsoft 365 email |
* This list of features is provided for illustrative purposes only and does not constitute a comprehensive or
exhaustive list of all available features that fall under the applicable service category.
AI Policy and Notifications v. 5.5
Effective April 2026