AI use statement

Nell is Kinfold's AI intake coordinator. On a provider's account, she answers in that provider's name and with the staff name they choose. She replies to calls, emails, web forms, texts and chat, turns each referral into a structured record, checks it against the provider's own rules, and drafts replies, documents and next steps.

She works from the provider's templates, rules and the drafts their team has approved, kept inside that provider's account.

Nell says she's an AI assistant at the start of every conversation, on every channel. Anyone can ask for a person at any time, and the conversation is passed to the provider's team.

Australia's privacy regulator, the OAIC, says public-facing AI tools should be clearly identified. We agree.

• A person approves every decline. Nell can book an intake call, but she can't turn someone away.
• Waitlist and capacity messages need a person too.
• High-risk referrals go straight to the provider's team.
• Providers start with their team approving Nell's drafts, then switch on autopilot channel by channel when they're ready.

If someone says they or another person is at risk, Nell follows a fixed safety script. She directs them to 000 and alerts the provider's on-call staff straight away, with the conversation passed on.

• She doesn't give clinical advice, diagnose or triage, and she doesn't assign clinical urgency.
• She doesn't decide who a provider accepts.
• When she can't find something in a document, she leaves it blank rather than guessing.

Like any AI, Nell can make mistakes. That's why people stay in charge of the decisions that matter.

Kinfold never uses customer data to train AI models, ours or anyone else's. Nothing from one provider's account is ever used for another provider.

Kinfold uses leading AI models, run through Australian cloud regions under contract, so care data isn't processed overseas.

From 10 December 2026, the Privacy Act requires privacy policies to explain the kinds of decisions made using automated decision-making that could significantly affect people. Because a person approves every decline, Kinfold is designed so those decisions stay with people. We give providers template wording to adapt with their lawyer.

If something Nell said doesn't look right, tell the provider you were talking to, or email hello@kinfold.ai. For privacy questions, email privacy@kinfold.ai.