Customer Support AI Use at Fido

Fido’s virtual assistant, Ask Jack, along with other customer-facing Fido support experiences, may use AI to help provide quick, conversational responses based on information available at the time of the interaction.

Where AI may be used to assist in a customer support interaction, Fido will disclose this at or near the start of the interaction.

Important notes

AI-generated responses are for informational purposes only. Customers should not use AI responses as their only source of information when making important decisions, including legal, financial, billing, account, or service-related decisions.

AI does not create offers, commitments, or guarantees on behalf of Fido.

Fido products and services remain governed by the customer’s service agreement, applicable terms of service, and official Fido policies. If AI-generated information appears inconsistent with a customer’s bill, agreement, official communications, or Fido’s published policies, the official documents and policies take precedence.

AI answers are based on information available at the time of the interaction, including Fido-related information and information provided by the customer. This information may be incomplete or outdated, and responses may vary depending on the customer’s account, service, circumstances, and the questions asked. The accuracy and relevance of AI-generated responses will depend on these factors.

Depending on the experience, Fido AI systems may use support content and, where available, permitted, and appropriate, limited information related to a customer’s account to help answer questions and suggest relevant support options.

For example, where a customer is signed in or otherwise authenticated, Fido AI systems may use limited account information such as current services, billing details, or recent order information to respond to the customer’s request.

Fido AI systems access account information only for limited and specific support purposes. They do not have unrestricted access to private account data.

Fido handles personal information in accordance with Fido’s Privacy Policy.

Customer support interactions involving AI may be logged and retained for purposes such as service quality, security, troubleshooting, analytics, compliance, and improving customer support experiences, consistent with Fido’s privacy and retention practices.

Fido does not use these customer support interactions to train public AI models, unless otherwise disclosed or permitted under applicable policies and law.

AI responses provide general guidance only. For decisions involving plan changes, billing, promotions, commitments, or other account-specific actions, customers should verify the information through their bill, service agreement, official Fido communications, or Fido Support.

AI does not finalize transactions or account changes on its own. Any account changes must be completed through Fido’s official and secure processes, such as authenticated self-serve tools or with support from an authorized representative.

Customers should review and confirm all details before proceeding with any account change, payment, order, or service request.

AI may occasionally provide information that is incorrect, outdated, incomplete, or not applicable to a specific customer situation.

If something seems unclear or incorrect, customers should rephrase their question, check their official documents, visit Fido Support, or speak with an authorized representative.

Customers should avoid sharing passwords, PINs, one-time passcodes, full credit card numbers, banking details, government identification numbers, or other sensitive personal information.

Customers should independently verify important information before making decisions about their account, service, billing, payments, or legal or financial matters.

Fido may keep records of AI-supported customer interactions, like other support interactions, to help with service quality, security, troubleshooting, analytics, compliance, and customer support improvement, consistent with Fido’s privacy and retention practices.

For more information, please review Fido’s Privacy Policy.