Artificial Intelligence (AI) Usage Statement

1. Purpose

2. Scope

3. Data Insights Programme

4. Customer Support Team

5. Professional Services Team

1. Purpose

This document outlines how Artificial Intelligence (AI) technologies are used within MyKnowledgeMap, the types of data processed, the controls applied to their use, and the responsibilities of staff and departments.

We use AI technologies to support operational efficiency, reporting, analysis, and business improvement activities. AI systems are used as assistive tools only and do not make decisions on behalf of the organisation.

All outputs generated by AI systems are subject to human review and approval before being relied upon or shared externally.

2. Scope

This document applies to all departments using AI technologies within MyKnowledgeMap.

It covers:

• Approved business uses of AI.
• Data categories processed by AI systems.
• Governance and oversight arrangements.
• User responsibilities.
• Departmental accountability.

Individual departments may maintain supplementary procedures where required.

3.  Data Insights Programme

The Data Insights Programme may involve the analysis of student-level data for approved educational and operational purposes.

Activities undertaken as part of the Data Insights Programme are governed by separate documentation, including:

• Data Insights Ethics Policy
• Data Protection Impact Assessments (where applicable)
• Information Governance procedures
• Project-specific approval processes

Where requirements differ, the controls and governance defined within the Data Insights Programme documentation take precedence over this general AI Usage Statement.

4. Customer Support Team

AI Tool(s) Used

• Claude

Purpose of Use

The Customer Support Team uses AI to assist with operational analysis and reporting activities, including:

• Analysis of support ticket trends
• Identification of recurring issues and root causes
• Review of ticket resolution times and service performance
• Generation of monthly customer dashboards and management reports
• Identification of opportunities for service improvement

AI is used solely as an analytical and reporting support tool. All conclusions, recommendations, and communications remain subject to human review and approval.

Data Processed

The following information may be processed when generating reports and dashboards:

Included Data

• Organisation name
• Ticket submitter name
• Generalised ticket descriptions
• Issue categorisation data
• Root cause information
• Resolution information
• Ticket metrics and performance data

The use of personal data is limited to information necessary for reporting and customer-facing dashboard generation.

Excluded Data

The following information is not submitted to AI systems

• Passwords or authentication credentials
• Financial information
• Sensitive personal information
• Student-level data outside approved Data Insights activities
• Confidential information not required for the intended analysis

Outputs Produced

AI-generated outputs may include:

• Trend analysis reports
• Root cause summaries
• Service performance insights
• Monthly customer dashboards
• Recommendations for operational improvements

All outputs are reviewed by Customer Service Manager before distribution.

Controls and Safeguards

The following controls apply:

• AI is used only for approved business purposes.
• Human review is required for all AI-generated outputs.
• Users must not submit unnecessary personal or confidential information.
• AI-generated content must be verified before use.
• Access to AI tools is restricted to authorised personnel.
• Usage must comply with organisational Information Security and Data Protection policies.

5. Professional Services Team

AI Tool(s) Used

• Claude (mainly)
• Copilot (occasionally)

Purpose of Use

• Draft and summarise client-facing documents
• Training and general system guidance
• Updating project management documents for each customer project that is inflight
• Automate some routine tasks — meeting transcription overview, form rules documentation, comparing differences between program builds
• Monthly recurring revenue analysis – Gathering data on the revenue from potential customer projects from within Hubspot

Data Processed

Included:

• Customer/organisation names, email addresses
• HubSpot deal and pipeline data — deal names, associated organisation, stage, close dates, probability, and revenue values

Excluded:

• Passwords or authentication credentials
• Sensitive personal information
• Student-level data outside
• Confidential contractual terms

Outputs Produced

• Updated project management documents and status reports for in-flight customer projects
• Meeting transcription overviews and action item summaries
• Form rules documentation populated from customer program templates
• Training materials and general system guidance content
• Monthly recurring revenue analysis and revenue/pipeline reports drawn from HubSpot deal data
• Draft client-facing communications and project reports

Controls and Safeguards

• AI is used only for approved professional services activities
• Human review is done before any AI-drafted or updated document is shared with a customer or relied upon to update live project records
• AI-generated content, particularly revenue figures and project statuses, must be verified for accuracy before use.
• HubSpot access for revenue analysis is limited to data needed for pipeline/MRR reporting
• Users must not submit unnecessary personal, financial, or confidential customer information.
• Access to AI tools is restricted to authorised professional services personnel.
• Usage must comply with organisational Information Security and Data Protection policies, and HubSpot data handling remains subject to existing CRM access controls.

Other Business Functions 

To follow, for any specific requests email Donna.