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AI Transparency at Eleveo

AI You Can Trust. Human Decisions. Transparent Outcomes.

Artificial intelligence is transforming customer service and workforce optimization. AI tools have rapidly evolved from simple assistants into systems that can actively participate in software development. This shift -- referred to as Agentic Development -- has the potential to significantly improve how we design, build, and maintain software.

 

That said, at Eleveo, we believe AI should empower people—not replace their judgment, so software development at Eleveo has evolved from an emphasis on managing work to governing judgment. Our AI capabilities are designed to help organizations improve quality, coaching, compliance, and operational efficiency while maintaining transparency, security, and human oversight.

 

Because trust isn't optional.

 

Eleveo focuses on sustainable system coherence -- software that remains secure, compliant, explainable, and operable at-scale. We adopt AI capabilities deliberately and responsibly, and we encourage engineers to explore how AI can improve their work within sensible guardrails so that our systems remain robust, understandable, and maintainable over the long term.

Our Approach to Responsible AI

Every AI capability we build is guided by FIVE CORE PRINCIPLES. 🧭

1. Human-Centered by Design

Eleveo isn’t focused on how quickly we can generate features — with AI, everyone’s fast. We focus on ensuring our systems stay secure, compliant, explainable and operable at scale as they grow. AI provides recommendations, insights, and automation—but people remain in control.

 

Managers decide.


Supervisors coach.


Organizations define policies.

 

AI supports decisions rather than making them autonomously.

How we use AI during product development – Agentic Development


  1. What this means for engineers
    1. AI assistance is a standard part of our workflow, adopted under defined guardrails and governed by an internal AI Steering Committee with an approved-tools registry. Nothing is used before it's cleared.
  2. Non-Negotiable Principles
    1. Developers own every line they ship, whether or not AI helped. AI-generated code is never accepted without being understood.
    2. Code review stays human — the reviewer must understand and stand behind what they approve. No automated path to merge.
    3. No code reaches a shared branch without a reviewer who understands it and is accountable for its security, correctness and licensing to the same standard as hand-written code. No automated merge path, no exemptions.
    4. Generated code meets the same security, quality and maintainability bar as any other code.
    5. Customer data, credentials and internal IP may not be sent to external AI tools.

2. Transparent and Explainable

Customers deserve to understand how AI arrives at its recommendations.

 

Where possible, our AI provides:

 

  • Evidence supporting scores and recommendations
  • Conversation summaries
  • Coaching rationale
  • Traceable outputs

 

We prioritize explainability over "black box" automation.

3. Privacy and Security First

Protecting customer information is fundamental.

 

Eleveo AI is designed with enterprise security in mind, including support for:

 

  • GDPR compliance
  • HIPAA compliant deployments
  • PCI DSS compliant recording controls
  • Data encryption
  • Role-based access controls
  • Customer controlled retention policies

a. The security, privacy, and governance measures we have in place to support responsible AI

  • A documented policy, not an intention. Eleveo is aligned to (not certified on) NIST AI RMF, OWASP LLM Top 10, ISO/IEC 27001 and 42001, the EU AI Act, CIS Controls and NIST SP 800-53. Owned by Security and the AI Steering Committee, reviewed at least twice a year.
  • Approved-tools registry only. Admission requires a vendor security assessment, confirmed data handling and retention, SOC 2 Type II or equivalent from the vendor, and Legal and Security sign-off. Business licences only — personal and consumer-tier accounts prohibited for company work.
  • Defined categories may never enter an AI tool: credentials, personal and health data, financial data, trade secrets and IP, infrastructure secrets, restricted customer data. Secret scanning and synthetic-data substitution mandatory beforehand.
  • Every vendor processing our data needs a signed DPA covering retention, sub-processors, residency, breach notification and no model training on our data without explicit opt-in. Opt-out taken wherever available, verified by Legal annually.
  • AI agents don't act unsupervised. Approval tiered by risk, second reviewer for deployments, infrastructure and production data, irreversible actions prohibited outright. Agents run in sandboxes segregated from production.
  • AI-generated code passes all static analysis, composition analysis and linting with no exemptions, and is licence-scanned before commercial release. AI-suggested dependencies are verified as real and pinned with integrity hashes.

b. How customer data is handled by AI -

  • The Speech Generative server is installed within the Eleveo private cloud, or on customer hardware.
  • The generative AI model is a 'pre-trained' data model.
  • Recordings, transcriptions of recordings, and other related data are NOT used to improve the accuracy of the results or to train the model further.
  • No customer data is shared or sent to an outside server or service for further processing.

4. AI That Complements People

The best contact centers combine human expertise with intelligent automation.

 

Eleveo AI helps teams:

 

  • Review more interactions
  • Reduce manual effort
  • Identify coaching opportunities
  • Detect customer sentiment
  • Surface emerging trends
  • Improve workforce planning 

 

AI increases consistency and efficiency while keeping people at the center of every decision.

5. Continuous Improvement

Responsible AI is an ongoing commitment.

 

Our product, engineering, and security teams continually evaluate:

 

  • Model performance
  • Bias mitigation
  • Accuracy
  • Security
  • Regulatory requirements
  • Customer feedback

 

As AI evolves, so does our governance.

What AI Does—and Doesn't Do

AI Can AI Doesn't
Identify patterns 🔎 Replace managers
Recommend coaching 🎓 Make HR decisions
Summarize interactions 📞 Replace human judgement
Detect trends 📈 Guarantee perfect accuracy
Surface insights 📊 Operate without oversight

Our Principles

When using Eleveo AI, customers can expect:

 

Transparency about AI-powered features

Human oversight of important decisions for development

Human oversight of important decisions for product side

  • AI outputs are informational only (no automated actions), and supervisors define the evaluation criteria (AQM rules). Users cannot yet override or adjust AI-generated scores/recommendations.
  • AI provides recommendations, not final decisions
  • Automated Quality Management rules are user-defined — supervisors write the evaluation questions
  • AI scores feed into QM reviews that are reviewed by supervisors
  • Topics, ratings, and flags are informational — no automated business actions are triggered
  • Customers control which recordings are processed (via licensing: AI_PROCESSING_ENABLED role)

 Strong security and privacy protections

Enterprise-grade governance

 Continuous product improvement

 Responsible innovation

Frequently Asked Questions

No. Customer data is not used to train public foundation models.

Yes. Organizations maintain control over feature configuration, user permissions, and deployment options.

No. AI provides recommendations and insights. Human users remain responsible for operational and business decisions.

AI capabilities follow the same enterprise security standards applied across the Eleveo platform, including encryption, access controls, auditing, and secure development practices.

Eleveo supports organizations operating under a variety of regulatory frameworks. Compliance ultimately depends on each customer's configuration, policies, and deployment environment.

AI should make organizations more effective, more informed, and more confident—not less transparent.

At Eleveo, we're committed to developing AI that enhances human expertise, respects customer data, and delivers measurable business value with security, transparency, and accountability at its core.

Smarter decisions. Better customer experiences. AI you can trust.

Get a Demo

CZ (Global)

Eleveo a.s.

IČ: 25730151

Boudníkova 2514/7

Prague 8, 180 00

Czech Republic

info@eleveo.com

+420 222 554 112

US

Eleveo Inc.

Franklin, Tennessee

+1 (615) 224-3414

+1 (888) 939-4291

SK

Eleveo a.s., organizačná zložka Slovensko

Košice, Slovakia

+421 948 892 189

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Eleveo a.s., zapsána v obchodním rejstříku vedeném Městským soudem v Praze, v oddíle B, vložka 22865