Data & AI Policy

Purpose of This Policy

This Data & AI Policy describes the principles Airatech follows when designing, configuring and operating AI-powered solutions.

It applies to services that may involve:

• AI agents.
• AI website chatbots.
• Marketing automation.
• Content generation.
• Lead qualification.
• Customer engagement workflows.
• Email automation.
• Business process automation.
• AI-assisted reporting or categorisation.

Our Responsible AI Principles

Airatech aims to develop and deploy AI solutions according to the following principles.

Purpose Before Technology

AI should solve a meaningful business problem. We do not recommend automation simply because a technology is available.

Human Oversight

Important decisions should remain subject to appropriate human review, especially where errors could materially affect individuals, clients or businesses.

Transparency

Where practical and appropriate, users should be informed when they are interacting with an AI-powered system rather than a human.

Privacy & Security

Personal and business information should be collected and processed only where reasonably necessary for the intended workflow.

Accountability

AI systems are tools. Airatech and its clients remain responsible for defining appropriate use, access, controls and human intervention.

How Aira May Use Business Data

An Aira solution may require selected business information in order to perform its configured tasks.

This may include:

• Company information.
• Products and services.
• Approved FAQs.
• Marketing information.
• Brand guidelines.
• Website content.
• Business procedures.
• Customer enquiry information.
• Lead information.
• Approved documents supplied by the client.

Information should only be connected to an Aira workflow when it has a legitimate and defined business purpose.

Ownership of Client Data

Clients retain ownership of their business data, customer information, documents, trademarks, websites and other materials supplied to Airatech.

Providing information to Airatech does not transfer ownership of that information to Airatech.

Data Minimisation

Airatech aims to avoid collecting or processing information that is unnecessary for a particular workflow.

Where possible, AI workflows should be designed to use only the information required to complete the intended task.

Clients should avoid providing passwords, financial credentials, identity documents, medical records or other sensitive information unless such processing is genuinely required and appropriate safeguards have been agreed.

AI Models & Third-Party Providers

Airatech may use third-party AI models and infrastructure rather than developing every AI model internally.

Depending on the solution, this may include providers of:

• Large language models.
• AI APIs.
• Chatbot platforms.
• Cloud infrastructure.
• Automation software.
• Databases and storage.
• Email and communication services.

The exact technology stack may change as platforms evolve or more suitable providers become available.

Third-party providers operate according to their own contractual terms, security practices, availability and privacy policies.

AI Model Training & Client Data

Airatech does not intentionally use confidential client data to train an Airatech-owned general-purpose AI model unless the client has expressly agreed to that use.

However, where third-party AI providers are used, information may be processed according to the configuration and contractual terms of the selected provider.

Where reasonably practical, Airatech seeks to select business or API services that provide appropriate controls over customer data.

AI Chatbot Interactions

Where Aira is deployed as a website chatbot or customer engagement assistant, the system may process messages submitted by visitors.

Depending on the configured workflow, the chatbot may:

• Answer approved business FAQs.
• Explain products or services.
• Ask qualifying questions.
• Collect contact information.
• Capture enquiry requirements.
• Save information into an approved database.
• Trigger follow-up automation.
• Notify staff.
• Transfer the interaction to a human.

Where appropriate, businesses using Aira should make it reasonably clear that visitors are interacting with an AI-powered assistant.

Automated Decisions & Profiling

Aira may assist with simple classification or prioritisation, such as categorising an enquiry according to the service requested.

Airatech does not recommend relying solely on an AI system for high-impact decisions that significantly affect an individual's rights, eligibility, healthcare, employment, legal position, financial status or access to essential services.

Such decisions should involve appropriate human judgement and comply with applicable laws and industry requirements.

Human Oversight

Airatech believes the most practical approach to business AI is often a combination of automation and human judgement.

Depending on the workflow, human oversight may include:

• Approving content before publication.
• Reviewing high-value customer enquiries.
• Taking over complex chatbot conversations.
• Reviewing AI-generated recommendations.
• Correcting outdated knowledge.
• Stopping an automated workflow where necessary.

Accuracy & AI Limitations

Artificial intelligence systems may occasionally generate incorrect, incomplete, outdated or unexpected information.

Airatech therefore does not guarantee that every AI-generated response will be completely accurate.

Clients should maintain accurate business information and notify Airatech when important products, services, pricing, policies or other information changes.

High-risk or sensitive information should be reviewed by an appropriate person before being relied upon.

Regulated & Sensitive Industries

Additional controls may be required when Aira is deployed in regulated or sensitive sectors such as:

• Healthcare.
• Legal services.
• Financial services.
• Education.
• Employment and human resources.
• Other regulated professional services.

In these circumstances, Aira should generally be used for approved administrative, informational or workflow-support purposes unless a different use has been properly assessed.

The client remains responsible for compliance with professional, legal, licensing and regulatory requirements applicable to its industry.

Data & AI Security

Airatech seeks to apply reasonable security measures to systems used in delivering Aira services.

Measures may include:

• Restricted system access.
• Account and role permissions.
• Secure management of API credentials.
• Authentication controls.
• Encrypted connections where supported.
• System monitoring.
• Backup and recovery procedures.
• Limiting unnecessary tool permissions.

No digital system can be guaranteed to be completely secure, and clients are also responsible for protecting their own accounts and credentials.

Cross-Border AI Processing

Some AI, cloud, automation or technology providers may process or store information outside Malaysia.

Where overseas processing occurs, Airatech seeks to use reputable providers and appropriate safeguards consistent with applicable data protection requirements.

Retention of AI Data

Information generated or processed through an Aira workflow should not be retained indefinitely without a legitimate business purpose.

Retention periods may depend on:

• The type of workflow.
• Client requirements.
• Third-party platform settings.
• Legal or regulatory requirements.
• Security and audit requirements.

Data that is no longer reasonably required may be deleted, anonymised or otherwise disposed of where appropriate.

Client Responsibilities

Responsible AI requires cooperation between Airatech and the client.

Clients are responsible for:

• Providing accurate business information.
• Ensuring they are authorised to provide data used in the workflow.
• Maintaining appropriate privacy notices.
• Keeping business information and FAQs up to date.
• Reviewing high-risk outputs where necessary.
• Protecting passwords and account credentials.
• Using Aira only for lawful purposes.
• Complying with industry-specific requirements.

Prohibited & Inappropriate Uses

Airatech does not permit Aira services to be knowingly used for unlawful, fraudulent or abusive activities.

This includes:

• Fraud or impersonation.
• Unauthorised access to systems or data.
• Unlawful surveillance.
• Unlawful use of personal information.
• Deceptive or intentionally misleading automated interactions.
• Distribution of malicious software.
• Activities that violate applicable laws or third-party rights.

Airatech may restrict, suspend or terminate an AI workflow where serious misuse is reasonably suspected.

AI Errors, Security Events & Incidents

If an AI workflow behaves unexpectedly, produces a material error or creates a potential security or privacy concern, Airatech may temporarily pause the relevant workflow while the issue is reviewed.

Depending on the circumstances, corrective actions may include:

• Updating the AI instructions.
• Updating the knowledge base.
• Changing system permissions.
• Removing an integration.
• Changing an AI provider.
• Introducing additional human approval.
• Temporarily disabling automation.

Changes to This Policy

Artificial intelligence and automation technologies continue to evolve rapidly.

Airatech may update this Data & AI Policy as our technology, services, third-party providers, regulatory requirements or responsible AI practices change.

The latest version will be published on this page together with the most recent update date.

Questions About AI & Data

If you have questions about how an Airatech solution uses AI or processes information, please contact us.