AI Features — Terms of Use

1. What are AI Features

Customerscore.io includes AI-powered features that help you understand customer health, churn risk and engagement data, automate workflows, and support your Customer Success operations. These features include, but are not limited to, churn prediction, health scoring, AI-generated recommendations and conversational AI assistance (collectively "AI Features").

AI Feature outputs are informational only. They do not constitute professional advice, and business decisions should not be made solely on the basis of AI-generated results.

2. How AI Features work

When you use an AI Feature, your input — along with relevant data from your Customerscore.io account — may be sent to a third-party AI provider to generate a response or prediction. Customerscore.io uses two AI providers:

Both providers are engaged as Sub-Processors under our Data Processing Agreement and listed in our List of Processors.

Not all AI Features use external AI providers — some run on models hosted directly by Customerscore.io. The description of each feature within the platform indicates which provider, if any, is involved.

3. What data AI Features process

AI Features may process the following data:

• Input you provide directly (e.g. messages, queries, configuration);
• Relevant Customer Data from your account (e.g. health scores, churn metrics, usage data) needed to generate a result;
• Basic session metadata (timestamp, language).

AI Features do not process payment data, passwords or special categories of personal data (Article 9 GDPR). Do not enter such data when using AI Features.

4. Data retention

Results and history generated by AI Features may be stored in your Customerscore.io account for the duration of your subscription. You can request deletion at any time by contacting privacy@customerscore.io.

Data sent to external AI providers is deleted after processing and is never used for model training.

5. Your responsibilities

When using AI Features, you agree to:

• use AI Features only for lawful purposes within the Customerscore.io platform;
• not input data you are not authorized to process;
• not attempt to manipulate, test or reverse-engineer the underlying AI models.

6. Changes to these terms

We may update these Terms of Use at any time. Changes will be communicated in accordance with our Terms and Conditions. Continued use of AI Features after notification constitutes acceptance.