Trust Center
Responsible AI
AI should assist people and businesses, not silently act for them. These are the rules we build to.
Principles
How AI behaves in our products
- 01
Grounded, not remembered
The Pinevon assistant and Anchor answer from approved knowledge and your own catalog and orders. When the data does not support an answer they say so instead of guessing.
- 02
A person stays in charge
Anchor’s automation produces suggestions that wait for approval. Low confidence means a hand-off to a person. Nothing irreversible happens silently.
- 03
Data boundaries
The AI never chooses which business’s data to read and never writes its own database queries. It can only use a fixed set of narrow tools, which are denied by default until deliberately added.
- 04
Treat outside text as untrusted
Retrieved documents and user messages are treated as untrusted input: we enforce permissions before retrieval and tool use, restrict what links the assistant may show, and limit request size, tokens, retries and cost.
- 05
Measured, not assumed
We keep a set of known questions and re-run it against the live pipeline every night, with alerts when results drop. It reduces regressions; it does not guarantee correctness.
- 06
Honest about limits
AI can be wrong. Answers depend on the data available and may be incomplete or out of date. Do not rely on it for legal, medical or financial decisions.
- 07
Controls and disclosure
We can switch AI off instantly, per provider or entirely, and cap daily spend. The AI providers we use are listed in the Subprocessors document, and the AI Use Policy explains the rules.
Human oversight
AI proposes. A person decides.
Anything with real-world consequences, such as a follow-up message or a reorder suggestion, is drafted and then waits for approval. Approving and rejecting are equally easy, and the risk level is shown.
Limits
What we cannot promise
No system is perfectly accurate, and we will not claim ours is.
- Answers can be wrong, incomplete or out of date, especially when your data is.
- Grounding reduces wrong answers; it does not eliminate them.
- AI output is not legal, medical or financial advice.
- Providers’ own terms apply to data sent to them.
Read the AI Use Policy and the list of AI providers.
Tell us if an answer was wrong.
Reports of wrong or unsafe answers help us fix the data or the system.