AI transparency

What Narivo is

Narivo is an AI receptionist: an AI agent that answers the phone for the businesses that use it. Depending on the business and its plan, the agent answers questions from the business’s own data, books and changes appointments, takes orders and messages, and transfers calls to a person.

Narivo is built and operated by Atlant Labs. Each business decides what the agent does on its calls: what it knows, what it may book and when it hands a call to a person.

How callers know

The agent says it is an AI assistant when it picks up, on every call. It also gives the recording notice, so callers know the call is recorded.

The agent’s voice is synthetic: it is generated by the system, not spoken by a person, even when the business gives the agent a name, a voice and a greeting of its own.

This is the transparency duty of Article 50 of the EU AI Act (Regulation (EU) 2024/1689): people who interact with an AI system must be told so.

What the agent decides, and what it does not

The agent follows the business’s rules and data, such as its services, prices, opening hours and what it may book. It does not make up answers. When a question is outside its rules, or nobody is free to take a transfer, it takes the caller’s details and what the call is about, promises a call back and sends the business a summary.

Before it reads out personal information, such as results, a case status or a booking, the agent checks who is calling the way the business’s rules say: for example with a date of birth or a case or policy number. If the check fails, it gives only general information and hands the call to a person.

Complaints, emergencies, negotiations and angry callers go to a person, urgent calls at once. The agent is not an emergency service. A call that sounds urgent goes to a person at once. The agent is not designed to triage patients, to dispatch emergency services or to replace an emergency number. In an emergency, call 112.

The agent takes down a claim, a complaint or a request for a refund; deciding it is for a person at the business.

Human oversight

The business’s team sees every call in the Narivo web app: the calls in progress, and for every call the recording, the transcript and a summary.

Depending on the plan, the team also gets:

• Each call gets a quality score, so the team knows where to look.
• Questions the agent could not answer come back to the team as suggested answers, and the team approves them.
• The team can flag a bad call and say what should have happened, and the agent changes.
• Every change is tried on test calls before it goes live, and the previous version is one click away.

Reaching a person

You can ask the agent for a person. Depending on the business’s rules it transfers the call to a person at the business or takes your details and passes your request for a call back to the business.

Your data

Calls are recorded, transcribed and summarised, with a notice to the caller. Card numbers never appear in a transcript. The service is hosted in the EU.

The business you call is the controller of your data, and Atlant Labs processes it on the business’s behalf, as its processor. The privacy policy says what is processed, who decides and how to use your rights.

How we classify Narivo

The EU AI Act sets duties by the risk of an AI system. Narivo is designed as a limited-risk AI system, that is, a system whose duties under the Act are the transparency duties of Article 50: it interacts with people, so it must tell them they are speaking with an AI system, and it does so on every call.

Narivo is not designed or offered for the high-risk purposes listed in Annex III of the Act, such as decisions about employment, education or credit, risk assessment and pricing in life and health insurance, the classification of emergency calls, or biometric identification. Businesses that use Narivo agree not to use the agent for those purposes; the terms of use say so. Narivo is not designed for any practice Article 5 of the Act prohibits, and the terms of use forbid a business to use it for one.

We will review this classification when the use of Narivo changes, for example when the agent gains a new capability or is offered for a new purpose.

Questions

For questions about this page or about how the agent works, write to info@atlantlabs.com or use the contact page. For questions about a call you made to a business, contact that business; if you write to us instead, we pass your question on to it.