AI Use Charter

01Our commitment to transparency

SYLEN SAS designs and operates Sylen, a voice conversational agent powered by artificial intelligence, intended to assist businesses in handling their incoming phone calls.

In accordance with Article 50 of Regulation (EU) 2024/1689, known as the "AI Act", we inform any person interacting with Sylen that they are communicating with an artificial intelligence system and not with a human being. This information is provided:

• at the start of every call, by the voice agent itself, through an introductory phrase that explicitly mentions the "AI" nature of the assistant (example: "Hello, I'm Sophie, the AI assistant of [Company]…");
• on this website, in all commercial communications and in our Terms and Conditions of Sale;
• to our clients, who contractually undertake not to conceal the artificial nature of the agent from their own contacts.

02AI Act classification

In its standard configuration, Sylen falls within the category of limited-risk AI systems within the meaning of Title IV of the AI Act, provided that:

• it does not fall within any use case listed in Annex III of the regulation (in particular: recruitment and evaluation of candidates, employee management, credit or creditworthiness assessment, public services and essential services, law enforcement, migration control, justice, democratic processes, education, biometric identification);
• it is not used for social scoring, biometric categorization based on sensitive attributes, diagnostic medical assessment, or any other purpose falling within the high-risk category;
• it complies with the transparency obligations set out in Article 50 (informing the person interacting with it of the artificial nature of the agent).

Classification under the AI Act. SYLEN SAS acts both as the provider (provider) of the Sylen AI system, which it designs and makes available to its clients, and as the deployer (deployer) when it operates this system to provide the service. The corresponding obligations are assumed in accordance with Titles III and IV of the regulation.

03How Sylen works

Sylen relies on a combination of natural language processing and speech synthesis technologies, operated through a secure cloud infrastructure. The agent understands the caller's request in real time, determines the most appropriate response based on the configuration defined by the Client (prompt, time slots, business rules, integrations), and responds with a natural voice.

The precise technical details (models, vendors) are part of the know-how of SYLEN SAS and are not published, without prejudice to the transparency obligations listed in this charter and in the Privacy Policy with regard to the processors handling your personal data.

04System limitations

Despite ongoing improvement efforts, Sylen has limitations inherent to generative AI technologies:

• Possible factual errors: in rare cases, the AI may produce an inaccurate or incorrect response. Sylen must not be used as the sole source of critical information.
• Imperfect understanding: strong accents, background noise or unusual phrasing may impair understanding.
• No human judgment: Sylen is not authorized to give medical, legal or financial advice, or to make decisions that significantly affect a person.

05Prohibited uses

The Client undertakes, under the Terms and Conditions of Sale, not to use Sylen for:

• the processing of health data within the meaning of Article 9 GDPR (medical reasons, diagnoses, medical history), as SYLEN SAS is not HDS-certified to date;
• any form of manipulation or deceptive influence on the persons interacting with it (Art. 5.1.a AI Act);
• the exploitation of vulnerabilities related to age, disability, or social or economic situation (Art. 5.1.b AI Act);
• the biometric categorization of callers based on sensitive attributes (Art. 5.1.g AI Act);
• social scoring or predictive behavioral assessment (Art. 5.1.c AI Act);
• any illegal or fraudulent activity, any activity contrary to public order, or any activity infringing the rights of a third party.

06Human oversight

The Client retains permanent control over the operation of the agent:

• Configuration and modification of the system prompt;
• Definition of the hours of activity;
• Immediate deactivation of the agent from its client account;
• Configurable transfer to a human contact when the caller requests it or when the request exceeds the agent's capabilities.

07Training data and improvement

The content of conversations processed by Sylen is not used by SYLEN SAS to train or fine-tune artificial intelligence models. The data remains under the Client's control and is processed in accordance with the terms described in the Privacy Policy.

Aggregated and anonymized usage statistics may be used by SYLEN SAS to improve the usability of the platform and to diagnose technical incidents, in compliance with the GDPR.

08Responsibility and reporting

Any user who observes a malfunction, an inappropriate response or a misuse of Sylen is invited to report it to: contact@sylen.ai.

SYLEN SAS undertakes to review each report within 30 days and to take any justified corrective action.

09Updates to the charter

This charter evolves in line with applicable regulations (in particular the forthcoming delegated and implementing acts of the AI Act) and with technological changes to the service. Changes are published on this page with an updated date.