Last updated: 22 October 2026
NWIMS Group uses artificial intelligence (AI) tools to answer calls faster, respond to issues sooner and keep our services running smoothly. This page explains where we use AI, what it does with your information, and the safeguards we have in place. It should be read alongside our Privacy Policy and GDPR page.
Where we use AI
AI phone receptionist
Calls to some of our phone lines may be answered by an AI voice assistant. It can take your name, contact details and the reason for your call, answer common questions, and book an appointment or engineer visit into our calendar. To do this, the call is processed in real time and a transcript and summary are created and sent to our support team so a member of staff can follow up.
The assistant will make it clear that you are speaking to an automated assistant. If you would rather speak to a person, just say so and we will arrange for a member of the team to call you back, or you can email us instead.
Triage of support tickets, phone calls and WhatsApp messages
NWIMS Group uses AI to triage support tickets, phone calls and WhatsApp messages. When you raise a ticket, email our support desk, message us on WhatsApp or call us, AI may read the request, message or call transcript to work out what the problem is, how urgent it is and which engineer or team is best placed to help. It can also categorise the request, suggest a priority, link it to your account and any related tickets, and suggest first troubleshooting steps.
This helps us get urgent problems to the right person faster. The priority and handling of your request are always confirmed by a member of our team, and you can ask for any request to be reviewed by a person at any time.
Diary and appointment booking
We use AI to help manage our diaries. When you ask for a meeting, call-back, site visit or engineer appointment — by phone, WhatsApp, email or support ticket — AI may check availability and book the appointment directly into the diary of our directors or staff. It uses your name, contact details and the reason for the appointment to do this, and may send you a confirmation.
Appointments booked this way are visible to our team and can be moved or cancelled by a member of staff at any time. You can always ask us to change an appointment.
Support and monitoring
Our engineers use AI tools to help them work more efficiently, for example to sort and prioritise network monitoring alerts, summarise support tickets, spot recurring faults, and draft replies, documentation and scripts. These tools may see the technical and contact information contained in alerts and tickets.
Everyday business tools
We use AI features built into our office and productivity software, for example to help write emails and documents, summarise meetings and organise information.
Human oversight
- AI supports our staff; it does not replace them. A member of our team reviews and is responsible for the work that AI helps with.
- We do not use AI to make decisions about you that have legal or similarly significant effects, such as decisions about credit, contracts or pricing, without human involvement.
- Changes to customer systems are made or approved by our engineers.
Your information
- We only give AI tools the information they need for the task.
- Call transcripts and summaries are kept with your support records and handled in line with our Privacy Policy, including our retention periods.
- Our AI providers act as data processors under contract and may only use the information to provide their service to us. We choose business services whose terms do not allow our data to be used to train their models.
- Some AI providers process data outside the UK, including in the United States. Where this happens, we rely on appropriate safeguards such as the UK–US data bridge or the ICO’s International Data Transfer Agreement.
- Where we use AI on behalf of a business customer, we do so only within the terms of our data processing agreement with that customer.
Our lawful basis for using AI in these ways is our legitimate interest in answering calls promptly, providing efficient support and keeping our services secure, balanced against your rights and the safeguards above.
Your choices and rights
You can ask to speak to a person instead of the AI receptionist at any time. You also have all the rights described in our Privacy Policy, including the right to access the transcripts we hold about you, to object to how we use your data, and to ask for human review of any outcome that involved AI.
If you have questions about our use of AI, contact us at privacy@nwims.com, on 01539 266255, or at NWIMS Group, Whinfell Business Park, Longpool, Kendal, Cumbria, LA9 6ER. A list of the AI services we currently use is available on request.