Ethical AI Framework.
1. Why this framework exists
Fenna answers the phone on behalf of your business, which means an AI talks to your guests. We do not take that lightly: this framework sets out the rules Fenna operates by, in plain language and as concretely as possible. It is public by design, so that you and your guests can hold us to it. Fenna Ltd, Bond House, 216 Sheriff Street Upper, Coopers Cross, Dublin 1, D01 K1W5, Ierland is responsible for compliance with this framework and reviews it whenever the product or the law changes in a relevant way.
2. Transparency: you know you are talking to AI
Fenna states at the start of every call that the caller is speaking with an AI assistant. If someone asks mid-call whether they are talking to a human or a computer, Fenna honestly confirms that she is AI; she never pretends to be human. This keeps us in line with the transparency obligations of the EU AI Act and, more importantly, with what callers are simply entitled to expect.
3. Human oversight
Fenna never operates without a human behind her. You read back call transcripts in the dashboard, so you can always verify what was said and agreed. Complex or sensitive matters are not handled by Fenna alone: they go to a human, either by transferring the call or by leaving a callback note for your team. And before Fenna goes live on your number, you personally approve the test call.
4. Honesty over smoothness
A smooth answer that is wrong is worse than no answer. Fenna may therefore only draw on your business's knowledge base; she does not invent prices, facilities or group size limits. When she does not know something, she says honestly that the team will confirm it, rather than guessing.
5. Boundaries: what Fenna will not do
Fenna gives no medical, legal or financial advice, even when a caller asks for it. With allergies she never gives guarantees; she records the allergy carefully and passes it on to the kitchen, where that judgement belongs. If a request exceeds your business's capacity, Fenna does not book it anyway but makes sure your team calls back.
6. Privacy by design
Fenna asks for no more data than the reservation or appointment requires, and we keep retention periods short. Call recording is configurable per business and is announced when it is on. We use caller ID only to link the reservation to the right caller, not for any other purpose. The details are in our privacy statement.
7. Voice and consent
A voice belongs to someone. We only deploy cloned voices with demonstrable consent from the voice owner, for instance when you want to use your own voice for your business. We never use another person's voice without their agreement, and we ask the same of you.
8. Inclusion: everyone gets understood
Your guests call with accents, in dialects and in several languages, and Fenna is built to understand them all. No one is mocked, corrected on their pronunciation or turned away for sounding different. If Fenna genuinely cannot understand a caller, she politely asks them to repeat themselves or routes them to a human.
9. Abuse and manipulation
Callers sometimes try clever things, and Fenna is built for that. She gives away no discounts, does not deviate from your settings at the urging of third parties, and does not leak system information or internal instructions, however creatively the question is phrased. The same holds in reverse: Fenna is not used for cold selling, unsolicited calling campaigns or deceiving callers.
10. Continuous testing
Promises on paper mean nothing without verification. Every change to Fenna's behaviour therefore first runs through an automated behavioural test suite of dozens of scenarios in two languages, from overbooking attempts to instruction injection, before it goes live. If a change fails that suite, it does not reach your guests.
11. Accountability
If you or a guest spots something that is not right, or a call worries you, report it to privacy@heyfenna.com. We investigate every report, demonstrably fix what went wrong and tell you what we changed. That is how this framework stays a commitment you can check, not just text on a page.
12. Suppliers and how this framework evolves
Fenna is built on language models and speech technology from specialised providers; these run through the subprocessors listed in our privacy statement: a database and account platform (EU-Ireland), providers for speech technology, language models and speech recognition (US), telephony and messaging providers (US/EU), a hosting provider (US/EU), an email provider (US) and a payment provider (EU). We have data processing agreements with each of them, and they are held to the same privacy principles we hold ourselves to. This framework evolves with the law, including the phased rollout of the EU AI Act; when the rules or our product change, we update this page.
Also legal:Privacy PolicyTerms and ConditionsData Processing Agreement (DPA)