AI and Human Handover

This notice explains how automated responses work, when humans take over, what MK Assist will not decide automatically, and how sensitive information should be handled.

MK Assist answers customer questions using information approved by the business. If approved information does not contain a reliable answer, MK Assist should hand over rather than guess.

Authorised team members can view conversation history, take over conversations, pause MK Assist and return conversations when ready. Businesses remain responsible for final decisions on refunds, complaints, legal matters and other high-risk issues.

MK Assist must not be used to make credit, employment, medical, legal or similarly sensitive decisions without appropriate human review and lawful authority.

Businesses should configure knowledge and handover rules to avoid collecting unnecessary special-category information. Customers are asked not to send passwords, OTPs or complete card details through WhatsApp.