TigerConnect CareConduit and Operator Console Addendum

Where the Operator Console Services include the AI Operator Assist features (“AI Operator Assist”) or the CareConduit Services include AI-assisted workflow building and intelligent routing and escalation features (“CareConduit AI Features” and, together with AI Operator Assist, the “AI Features”), Customer Data and related inputs, may be processed by TigerConnect’s artificial intelligence and machine learning technologies in order to generate guidance for Customer operators and call center agents using TigerConnect Operator Console or to build, route, and escalate workflows for Customer using TigerConnect CareConduit, as applicable. The AI Features are subject to the general AI provisions set out in Section 9.3 of the Terms. The following additional terms apply specifically to the AI Features.

AI Operator Assist uses machine-learning models to generate real-time, on-screen guidance (including suggested transfers, lookups, and other operator actions) based on Customer-provided inputs such as live call audio and/or transcriptions. CareConduit AI Features, including Analytics where included as part of CareConduit, use machine-learning models and operational data to generate suggested workflows, determine intelligent routing and escalation paths (including suggested recipients, escalation timing, and workflow steps), and surface real-time dashboards that identify workflow bottlenecks, measure performance across Customer’s communication workflows, and highlight opportunities to improve patient flow, care quality, and overall efficiency.

Customer Data is transmitted only for the purpose of generating such guidance, workflows, routing, escalation, analytics, or dashboard insights during an active session. Audio is streamed for transcription and is not retained in audio form as described in this document.

1. Suggestions. Customer may use AI Operator Assist or the CareConduit AI Features to generate suggested actions, outputs, workflows, routing or escalation determinations, or other model-generated content based on Customer Data (collectively, “Suggestions”). Suggestions are considered Customer Data. To the extent TigerConnect has any right, title, or interest in Suggestions, TigerConnect hereby assigns to Customer all such right, title, and interest. Notwithstanding the foregoing, Customer acknowledges that Suggestions are generated automatically and may be similar to or the same as suggestions provided to other customers; no rights to any suggestions generated for or provided to other customers are granted to Customer.
2. Limitations; human verification required. Customer acknowledges that Suggestions are probabilistic and automatically generated, and therefore may be inaccurate, incomplete, misleading, out of context, or otherwise unsuitable for Customer’s intended purpose. Without limiting the foregoing, Customer acknowledges that: (i) Suggestions may contain errors or material inaccuracies; (ii) model outputs may appear confident or detailed even when incorrect; (iii) outputs can be sensitive to wording, background noise, transcription quality, or missing context; (iv) outputs may reflect or amplify biases present in training data; (v) models may perform poorly on tasks requiring reasoning, judgment, or clinical decision-making; and (vi) models may not reflect correct, current, or complete information. Customer is solely responsible for evaluating and bearing all risks associated with the use of Suggestions, including any reliance on their accuracy, completeness, or usefulness, and for ensuring that any action taken based on Suggestions is independently verified by a qualified human operator or administrator in accordance with Customer policies and applicable law.
3. Restrictions. Customer shall not use AI Operator Assist, the CareConduit AI Features, or any Suggestions (or permit any third party to use AI Operator Assist, the CareConduit AI Features, or any Suggestions) to develop, train, fine-tune, or improve a language model or other machine learning model that is competitive with TigerConnect’s products or services, or to perform model extraction, model inversion, or similar attacks intended to derive model weights, prompts, system instructions, or underlying components.
4. NO WARRANTY. ANY SUGGESTIONS ARE PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND. TIGERCONNECT MAKES NO REPRESENTATIONS OR WARRANTIES AS TO THE ACCURACY, RELIABILITY, OR COMPLETENESS OF ANY SUGGESTIONS, AND CUSTOMER SHOULD NOT RELY ON ANY SUGGESTIONS WITHOUT INDEPENDENTLY CONFIRMING THEIR ACCURACY. SUGGESTIONS MAY CONTAIN MATERIAL INACCURACIES EVEN IF THEY APPEAR ACCURATE BECAUSE OF THEIR LEVEL OF DETAIL OR SPECIFICITY.