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AI transparency

How Owivo uses AI

Last updated: 2026-10-04

What the AI is used for

Owivo is the AI receptionist of a dental practice. A patient asks a question in the chat window on the practice website, and an AI language model writes the answer from the information the practice entered itself. This page sets out which models those are, what is sent to them and what happens to it.

What the patient sees

  • The chat window shows the assistant name followed by the words AI assistant. A patient is therefore not talking to a member of the practice team.
  • A practice can switch on handover to a team member. When that is on and the practice is reachable at that moment, the patient can ask for a human in the conversation.
  • If the model does not answer, the patient gets a fixed error message instead of an invented answer and can contact the practice directly.

The providers

Every answer takes one route: Owivo sends the question to OpenRouter, which passes it to a Claude model on a European endpoint. There is no other provider as a backup.

OpenRouter

Forwards the question to the model

OpenRouter is a US company that forwards the request to the model endpoint, so the request passes through OpenRouter. Owivo sends every request with four settings: no data collection, only zero retention endpoints that do not keep the content and do not train models on it, only the European endpoints Amazon Bedrock eu-west-1 and Google Vertex AI europe, and no permission to fall back to any other endpoint.

Anthropic Claude

The language model that writes the answer

Answers to patients come from Claude Sonnet 5. Internal jobs, such as judging how hard a question is, run on Claude Haiku 4.5. Both models run only on the two European endpoints above. When both are unreachable, Owivo does not fall back to an endpoint outside the EU.

What is sent to a model

  • The instructions and the knowledge of the practice: opening hours, services, tariffs and the answers the practice entered itself.
  • The conversation so far and the message from the patient.
  • No sign-in credentials, no payment details and nothing from another practice.

Retention and training

  • Owivo does not use conversations to train or tune AI models.
  • The conversations themselves sit in the Owivo database in the EU region europe-west4. They belong to the practice: it is the controller, Owivo is the processor.
  • What the providers above may do with a request is set out in the data processing agreement between Owivo and the practice.
  • Are you a patient who wants to know what happens to your data? The practice is your point of contact. It decides what is kept and for how long.

Security

All traffic between the patient browser, Owivo and the providers runs over TLS. API keys are stored as environment variables on the server and are never loaded into a patient browser. Each practice sees only its own data.

Questions?

A question about how Owivo uses AI? Send it to: info@owivo.com

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