Responsible AI
In ALVAO SaaS, AI functions are available only in the Enterprise edition.
No AI function requires separate user consent beyond the standard access permissions already granted to the ALVAO application, because no AI function autonomously performs actions that create, modify, or delete data on behalf of the user without an explicit user trigger or confirmation. Where an AI function proposes an action (for example, a suggested reply or a suggested ticket categorization), the action is only executed after the user reviews and confirms it.
The following ALVAO functions involve AI:
| AI function | Description | AI accessed data |
|---|---|---|
| Ticket - Assistant tab | Allows users to find similar tickets or possible solutions, detect major incidents, and get a summary of the communication. Included in the ALVAO Service Desk AI Assistant module. | Tickets (including ticket log records, such as communication records) contained in configured ticket services; knowledge articles. |
| Service Desk - Daily summary emails | Generates a daily summary of service ticket updates. Included in the ALVAO Service Desk AI Assistant module. | Tickets (including ticket log records, such as communication records) contained in configured ticket services. |
| Knowledge Base AI Assistant | Automatically generates knowledge base articles about recurring issues and proposes solutions. Included in the ALVAO Knowledge Base AI Assistant module. | Tickets (including ticket log records, such as communication records) contained in configured ticket services; knowledge articles. |
| Mobile app - New asset - OCR | Allows users to fill asset properties with text extracted from a camera image. Included in the ALVAO Asset Management Intelligence module. | An image taken by the mobile device camera in the application. |
| Objects - New object - From document | Allows users to create new objects by extracting information from an invoice or delivery notice in PDF format. Included in the ALVAO Asset Management Intelligence module. | An uploaded PDF document. |
| Tickets - searching through images | Enhances ticket search by searching through images that are part of or attached to ticket log records (for example, screenshots capturing error messages). Included in the ALVAO Service Desk Intelligence module. | Images that are part of or attached to ticket log records. |
| Semantic search | Enhances searching by enabling searches using synonyms. Included in the ALVAO Service Desk Intelligence module. | Tickets, objects, news posts, knowledge articles. |
| Keyword search | Improves search by searching only keywords extracted from a user-supplied query in ALVAO. Included in the ALVAO Service Desk Intelligence module. | User-supplied search query. |
| Chat intent analysis | The ALVAO for Teams bot analyzes the user's intent from chat messages and guides the conversation accordingly. Included in the ALVAO Service Desk Intelligence module. | The user's chat prompt (the text they enter). |
| User Success AI Agent | User chat with an AI agent. See the ALVAO User Success AI Agent module. | A user's prompt in the chat; tickets, objects, news posts, and knowledge articles accessible to the current user. |
| Automatic Content Translation | Translates data in ALVAO to various languages. See the ALVAO Automatic Content Translation module. | ALVAO configuration data (service names, ticket statuses, and similar items); news posts; knowledge articles; ticket log records; ticket property values; messages composed in some ticket actions. For more details, see the ALVAO Automatic Content Translation module. |
AI accessed data may include information subject to GDPR, such as user contact information or any information subject to ticket services. User contact information may be supplied by external sources, such as Microsoft Entra ID.
Apart from the internal AI functions, Alvao can also be connected to general AI agents, such as Microsoft Copilot and others. For more information, see the ALVAO Microsoft Copilot Connector, ALVAO Asset Management MCP Server, and ALVAO Service Desk MCP Server modules.
Users are informed that AI functions are available at the point each AI feature is first used or enabled.
AI-generated content is clearly marked in the application.
For example, titles of AI-generated knowledge articles start with the [AI] text.
AI functions rely on the content filtering and abuse-detection mechanisms provided by the underlying Azure AI Foundry Models / Azure OpenAI Service, which screen prompts and completions for categories such as hate speech, violence, self-harm, and sexual content. ALVAO reviews this configuration and its AI content-safety approach at least every six months, or sooner following significant updates to the underlying AI models. Testing of these protection mechanisms is performed at least quarterly as part of ALVAO's internal QA process.
External AI services
Alvao uses external online services to fulfill AI tasks.
For Foundry Models, customer data is not used to train or improve models. Alvao uses only the completion and embedding API calls that contain prompts. Fine-tuning and training files are not used. Data from prompts and completions can be temporarily stored by models in the same area for up to 30 days. This data is encrypted and accessible only to authorized Microsoft employees for the purposes of (1) debugging in the event of a failure and (2) investigating patterns of abuse to determine whether the service is being used in a manner that violates the applicable product terms. Microsoft hosts models in the Azure infrastructure, and all customer data submitted to models remains in the models service. Alvao uses the GPT-5.1 model.
For more information, see: