Introduction

At Laya, we are committed to using artificial intelligence (AI) in a responsible, transparent, and ethical manner. This statement outlines how we use AI, the steps we take to ensure transparency, and how we address the associated risks and ethical considerations.

Our Use of AI

AI techniques are integrated into various aspects of our business operations. AI systems help us recognize patterns, create or change content, and automate processes. These systems are not fully programmed by humans but are trained to perform specific tasks. Here are some key areas where we use AI:

• Security and Fraud Detection: AI is used to detect suspicious activities in emails, transactions, and network traffic to protect against malware and fraud.
• Customer Care: AI-powered chatbots answer customer inquiries automatically and help document and analyze conversations to improve service quality.
• Data Analytics: AI analyzes data to identify patterns for market research, product development, and personalized advertising.
• Online Content Generation: AI automatically generates content for our online services, including images, summaries, translations, and videos.
• Software Development: AI assists in programming, generating data for tests, detecting defects, and supporting product development.
• Day-to-Day Operations: AI supports employees with tasks such as creating summaries, translations, content generation, and information searches.

Ensuring Transparency

We are dedicated to providing clear and accessible information about our AI use. Here’s how we ensure transparency:

• Internal Policies and Procedures: We have established comprehensive AI governance policies that guide our use of AI, weighing opportunities and risks and ensuring appropriate human supervision.
• Clear Communication: When interacting with AI systems, we make it evident to users and highlight potential errors. For instance, when engaging with a chatbot, users are informed they are communicating with an AI.
• AI Interaction Indicator: We use a recognizable AI icon to indicate where an AI is processing information or where a person might interact with an AI system. This icon helps users easily identify when they are dealing with AI, promoting transparency and trust.
• Data Use Disclosure: We use data within the scope of the law to train our AI systems and always inform users about the collection and use of personal data through our privacy policy. 
• Accountability and Oversight: We maintain detailed records of our AI systems, including AI Risk Registers, Incident Registers, and Compliance Registers. These documents ensure that our AI use is tracked, audited, and compliant with legal and ethical standards.

Ethical Considerations

We prioritize ethical considerations in all AI applications. This includes:

• Conducting ethical impact assessments to understand the implications of our AI use.
• Implementing human oversight for critical decisions, ensuring AI assists rather than replaces human judgment.
• Ensuring AI systems are designed and used in a manner that respects human dignity and rights.

Addressing Risks

We proactively manage AI-related risks by:

• Conducting regular risk assessments to identify potential issues and develop mitigation strategies.
• Implementing continuous monitoring and auditing practices to ensure ongoing compliance and effectiveness.
• Training employees on AI governance policies, best practices, and ethical considerations.

Contact Information

If you have any questions, concerns, or requests regarding our use of AI, please contact our Data Protection Officer at:

Writing: Data Protection Officer, Laya Healthcare, Eastgate Road, Eastgate Business Park, Little Island, Co Cork, T45 E181

Email: dataprotection@layahealthcare.ie

By being transparent about our AI practices, we aim to build trust and confidence with our customers, employees, and stakeholders. We are committed to continuous improvement and welcome feedback to enhance our AI governance framework.