# Responsible AI and AI transparency

This is our AI transparency statement. It sets out where we use AI, how people oversee it, how we tell you when you are dealing with it, and who is accountable when it gets something wrong.

Last updated 26 September 2026

## Where we use AI

- **Prime Assist**: Answers and handles patient calls, in several languages.
- **Averra**: In development. Designed to bring a person's health data into one picture and flag changes, pointing them to tests or a doctor. It does not diagnose.
- **Prime Edge AI**: Decides where each AI request is answered: on the device, or by a frontier model in the cloud only when needed.
- **Gateway Assay**: Reviews codebases for technical due diligence, alongside our engineers' expert review.

## Human oversight

People review the AI output that matters, and consequential decisions about people stay with people.

## Telling people when they are dealing with AI

- Our voice agents say they are AI at the start of every call.
- Chat assistants label themselves.
- AI-generated content we publish is labelled where relevant.

## Known limitations

AI can be wrong. It can misunderstand a request or give an answer that sounds right and is not. That is why people oversee the output that matters, and why our products point people to a person when that is the right next step.

## Regulation

- The EU AI Act's transparency duties for AI systems that interact with people (Article 50) have applied since 2 August 2026.
- Uses such as risk assessment and pricing in life and health insurance are high-risk under Annex III, with obligations currently due from 2 December 2027.
- UK GDPR sets rules on automated decision-making, as updated by the Data (Use and Access) Act 2025.
- The ICO publishes guidance on AI and data protection.

## Ask a question or raise a concern

If you have a question or a concern about how we use AI, tell us and we will reply.

[Ask about our AI](https://gateway-global.co.uk/contact/general/)

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Source: https://gateway-global.co.uk/trust/responsible-ai/
Updated: 2026-09-26