Thank you for contacting the British Council. Before you start using our chat services, please read this information, to understand how we use and protect your personal information.
Our trusted supplier Hootsuite’s chatbot is based on artificial intelligence to engage in conversations with humans.
Our chatbot uses a knowledge base developed exclusively by the British Council and not trained on any external information. The knowledge base contains pre-approved answers to the frequently asked questions we deal with on a regular basis. The chatbot will pull from this content to respond to your query. If your query is about a topic that is not on our knowledge base, the chatbot will hand over the conversation to a human agent.
Please be aware that a chatbot is an automated system which may not always provide error-free information. We closely supervise its performance by reviewing and sampling chatbot responses to ensure it continues to answer in an appropriate manner. Your interactions with our chatbot may be recorded for the purpose of improving our chatbot’s performance.
We may collect personal information, such as your name, email address, or any other personal details you may provide when you communicate with our chatbot. We will only use this information to respond to your queries. We will not share your personal information with third parties unless we have your consent or are required by law to do so.
We process your personal information based on your consent. This chat service is not the only option you have to engage with us; if you prefer to talk to one of our agents, please just ask the chatbot.
You have rights over how we use your personal information; for detailed information, please refer to the privacy section of our website. If you have any questions or concerns about our chatbot, please contact your local British Council office.