AI Usage Policy
Last updated: April 12, 2026
Stillway uses artificial intelligence to help patients book appointments and to assist providers with their practice. This page explains how we use AI, what it can and cannot do, and how we protect you.
How We Use AI
AI-Assisted Booking
Stillway's core AI feature enables patients to book appointments using natural language through our conversational booking interface. When you interact with our AI booking tools:
- Your natural language request is interpreted by the AI to extract appointment details (service type, preferred date/time, provider preferences).
- The AI searches available slots matching your request.
- A structured booking request is created and sent to your chosen provider.
- You receive confirmation via SMS or email.
The AI assists with scheduling logistics — it does not provide medical advice, diagnoses, or treatment recommendations.
AI in Provider Tools
We may use AI to assist providers with:
- Suggested responses to common patient questions.
- Schedule optimization recommendations.
- Automated appointment reminders and follow-ups.
Providers are informed when AI-generated suggestions are presented and always retain control over their responses.
What Our AI Does Not Do
Stillway's AI:
- Does not provide medical advice. AI responses are limited to scheduling and logistics.
- Does not make clinical decisions. No AI output should be construed as a clinical recommendation.
- Does not retain personal conversation history across separate booking sessions.
- Does not autonomously take actions without confirmation. Bookings initiated through AI require explicit patient confirmation.
AI Partners
Stillway integrates with the following AI providers:
| Provider | Use Case | Privacy Policy |
|---|---|---|
| OpenAI | AI model provider for conversational booking and note summarization | openai.com/privacy |
Stillway's AI features are powered by OpenAI's API. Booking conversation data and note content submitted for summarization are processed by OpenAI. We share only the data necessary to provide the AI-assisted feature.
Data Used by AI
When you use AI-assisted features, the following data may be processed by our AI partners:
- Booking requests in natural language (e.g., "Book a 60-minute massage next Tuesday afternoon").
- Available provider slots returned to complete the booking.
- Note content submitted by providers for AI-assisted summarization.
We do not send sensitive health information (e.g., medical history, diagnoses) to AI partners as part of the booking process. You should not include sensitive health information in booking requests made through AI assistants.
Training Data
Stillway does not use customer or client data to train public AI models. Our AI subprocessors (including OpenAI) are contractually prohibited from using data submitted through Stillway's API integrations for model training or improvement purposes. AI processing is performed through API calls with zero-retention configurations where available.
Human Oversight
We maintain human oversight of our AI systems:
- AI booking flows are reviewed by our engineering and product teams for accuracy and safety.
- We monitor AI interactions for errors, biases, or harmful outputs.
- Patients and providers can always contact our support team if AI-assisted interactions produce incorrect or unexpected results.
AI Accuracy and Limitations
AI systems are not perfect. Our AI may occasionally:
- Misinterpret ambiguous booking requests.
- Suggest unavailable time slots due to real-time availability changes.
- Generate incomplete or inaccurate information.
Always review your booking confirmation carefully. If a booking doesn't match your intent, contact support@stillway.ai to correct it.
Opting Out of AI Features
If you prefer not to use AI-assisted booking, you can book directly through the Stillway web interface at stillway.ai without using AI features.
Changes to This Policy
Stillway may update this AI Usage Policy from time to time to reflect changes in our AI features, partners, or practices. If we make material changes, we will post the revised policy with an updated effective date at its published URL. Material changes take effect 30 days after posting. Your continued use of AI-assisted features after the updated effective date constitutes acceptance of the revised policy. If you do not agree to the changes, you may discontinue use of AI-assisted features as described in the "Opting Out" section above.
Contact
Questions about our AI usage? Contact us at privacy@stillway.ai or support@stillway.ai.