Guardrails & assurance

AI + HI combines automation with defined operating boundaries, human understanding and continuing evaluation. NOVA provides the platform; LUANA is its AI companion and LUATEL’s own voice, video and chat channel.

Defined operating boundaries

The service setup defines permitted tasks and actions, knowledge sources and escalation criteria around the agreed customer-service scope. These boundaries guide how AI agents and human specialists work together.

Human oversight and escalation

Qualified people take over when an interaction requires personal attention or specialist expertise. Human colleagues also review conversations, answers and handoffs. Their assessments inform changes to workflows, service knowledge and AI configuration.

Data handling and accountability

Access, processing purposes and responsibilities are defined within the service setup. Customer data is not used to train generative models. Our responsible AI approach and Privacy Notice explain the relevant principles.

Explore the LUATEL Trust Center →

Certifications and audit documentation

Discuss your requirements for ISO standards, SOC reports and AI-related assurance with our team. Request the applicable documentation and scope for your deployment, including the covered entity, systems and validity period.

Request assurance documentation →

Company details are available in the Imprint. Our company purpose and service approach are described in About Us.