Halcyra uses a large language model to conduct the appointment scheduling conversation. This section sets out precisely what that does and does not involve, for organisations assessing automated decision-making risk.
What the AI does
- Reads a resident's SMS reply and interprets the day and time they are proposing, in natural language.
- Responds to arrange a mutually suitable appointment within rules the controller configures — working hours, weekday or weekend availability.
- Confirms the agreed appointment and records it against the job.
What the AI does not do
- It does not make decisions about a tenancy, a survey outcome, eligibility, enforcement, or any other matter affecting the resident.
- It does not assess, score, profile or categorise residents.
- It is not used for any purpose other than scheduling an appointment.
Because its role is limited to scheduling, Halcyra does not carry out automated decision-making producing legal or similarly significant effects within the meaning of Article 22 of the UK GDPR.
Disclosure to residents
- Every opening message states that an automated assistant is handling the conversation. This is not buried or optional.
- Messages are sent under the controller's own organisation name, so the resident knows who is contacting them.
Human escalation
- A resident can request a person at any point, in their own words or by replying "person".
- Confused, distressed or off-topic replies are flagged for human handling rather than answered automatically.
- Escalated jobs appear in the controller's dashboard as requiring attention.
- A cap on exchanges per negotiation prevents a conversation continuing indefinitely without human review.
Record keeping
The full text of every message exchanged, in both directions, is retained against the job record. This provides a complete audit trail of how each appointment was arranged, available for compliance reporting or in response to a data subject access request.
AI sub-processor
The language model is provided by a specialist third-party AI service. Message content necessary to conduct the scheduling conversation is processed by that service. The supplier identity and relevant processing details are held in Halcyra's private supplier and subprocessor register. See the Subprocessor List.
Related documents
- Security Overview — access control, encryption, and where the AI's role starts and stops.
- GDPR Overview — controller/processor roles and tenant rights.
- Subprocessor list — the service categories involved in processing data, including the AI provider category.