| 💡 Below you'll find answers to the most commonly asked questions about the technology that powers the HelloSelf Companion, including how your data is handled and the safeguards in place to ensure it is used safely and responsibly. |
Which AI technology does HelloSelf use?
HelloSelf Companion is powered by AI models — including Anthropic's Claude — accessed through Amazon Web Services (AWS). Our agreement is with AWS, and all processing takes place within HelloSelf's secure AWS infrastructure. AWS has robust data protection commitments and formal contractual obligations governing how your data is handled.
No member data is sent to public AI services, and your information is never used to improve or train external AI models.
Is my data used to train AI models?
No. HelloSelf does not use member data to train AI models. Our infrastructure is contractually configured to prevent member data from being used to train or improve AI models. Your conversations, therapy sessions, and personal information remain within HelloSelf's secure infrastructure.
How is my data protected?
HelloSelf applies strong security controls to all personal and clinical data, including:
- Encryption of data in transit and at rest
- Role-based access controls
- Audit logging and security monitoring
- Secure hosting within HelloSelf-controlled AWS infrastructure in the UK and Ireland
HelloSelf is ISO 27001 certified and registered with the Information Commissioner's Office (ICO registration: ZA657910).
Does the Companion remember previous conversations?
HelloSelf Companion may reference previous interactions during your care journey to provide more relevant and contextual support. This works in two ways: within a single conversation, it retains the context of what has been discussed; across sessions, relevant prior information may be referenced where this has been stored as part of your care record.
All of this operates within HelloSelf's secure systems under the same privacy protections applied to the wider platform. If you would like to understand more about what information the Companion retains and for how long, please contact us at dpo@helloself.com.
What happens if the Companion gets something wrong?
AI systems are not perfect and may occasionally produce inaccurate or unhelpful responses. For this reason:
- Companion-generated content is clearly identified as such
- The Companion is not used as the sole basis for clinical decisions
- Human oversight and clinical governance processes are in place throughout
If you are concerned about any response from the Companion, please speak with your clinician or contact the HelloSelf team.
Who can I contact with questions?
If you have questions about how your data is handled, please contact our Data Protection Officer at dpo@helloself.com.
For general questions about HelloSelf's use of AI or any other security concerns, you can also reach us at security@helloself.com.
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