SESTEK Artificial Intelligence Usage And Responsibility Guide

1. INTRODUCTION AND PURPOSE 

SESTEK is a high-tech company operating since 2000 in voice and communication technologies, call center applications, and customer service automation. With its expert and qualified team, SESTEK constantly aims to advance further. In addition to solutions that provide cost advantages and enhance efficiency, SESTEK stands out with products that facilitate life for people with disabilities, its financial strength, and its pioneering role in university-industry collaboration. 

Artificial intelligence (AI) lies at the core of technologies developed by SESTEK, evolving continuously and having a transformative impact on business processes. Through our AI-based solutions, SESTEK aims to improve customer experience and provide added value to organizations. This SESTEK Artificial Intelligence Usage and Responsibility Guide (hereinafter referred to as “Guide”) explains the principles, limitations, responsibility boundaries, and ethical rules for the use of our AI technologies for our clients, business partners, and end users (hereinafter collectively referred to as “Stakeholders”).

This Guide is applied as an integral part of the License and Sales Agreements signed between SESTEK and the Customer.

 

2. SCOPE AND DEFINITIONS

This Guide covers all AI-based products and services developed or provided by SESTEK. For detailed information regarding SESTEK’s AI Solutions, please contact SESTEK.

• Artificial Intelligence (AI): Technologies that provide human-like learning, inference, prediction, and decision-support capabilities. AI processes data and inputs to generate predictions, classifications, recommendations, or decision-support outputs toward specific objectives.

• AI Solutions: All AI products and services trained, tested, developed, used, or integrated by SESTEK.

• AI System: Software solutions developed using one or more AI techniques and made applicable for a specific purpose. The AI system represents the tangible form of AI technologies in products and services.

• Natural Language Processing (NLP): Technologies enabling interaction between humans and machines using natural language.

• Customer: Organizations or entities purchasing SESTEK products or services.

• End User: Individuals and/or organizations served by the Customer.

• Stakeholders: All customers, end users, business partners, and other relevant parties who purchase or use SESTEK AI Solutions.

 

2.1 Legislation and Standards

• OECD AI Principles: Guidelines established by the OECD and adopted by countries and organizations for ethical and safe AI development and use, covering transparency, fairness, accountability, security, human rights, privacy, and data protection, ensuring AI benefits society.

• European Union Artificial Intelligence Act (EU AI Act): A legal framework proposed by the European Union aiming to classify and regulate AI systems according to their risk levels. The EU AI Act defines obligations for implementation, supervision, and transparency for high-risk, limited-risk, and low-risk AI systems. It particularly aims to minimize individual and societal risks that may arise in areas such as fundamental rights and freedoms, privacy, security, and ethics.

• ISO/IEC 42001: International standards established by ISO and IEC for the management and control of AI systems, defining risk management, process auditing, performance measurement, and continuous improvement criteria to ensure safe, reliable, ethical, and compliant AI development and operation.

 

3. USAGE PRINCIPLES

3.1 SESTEK AI Solutions are for decision-support purposes; the final decision always belongs to humans. SESTEK AI Solutions are designed to allow human oversight and intervention. SESTEK prioritizes the protection of individual rights and freedoms. Therefore, SESTEK AI Solutions are developed and used to prevent harm to privacy, security, or fundamental rights.

3.2 Human oversight in SESTEK AI models and systems is implemented as follows:

• Within the scope of AI Solutions, the roles and responsibilities of individuals involved in human oversight have been defined.
• The human oversight mechanisms in AI Solutions play a role in assessing risks that may interfere with individuals’ fundamental rights and freedoms, and in mitigating these risks.
• The human oversight mechanisms in AI Solutions remain active throughout the product lifecycle. In this respect, the human oversight system is positioned to directly intervene in the process and prevent harm to individuals’ fundamental rights and freedoms.
• The human oversight mechanisms in AI Solutions allow final evaluations of decisions made during the product lifecycle to be conducted by humans.
• Outputs generated by AI are monitored under human oversight to ensure they do not contain misleading, biased, or erroneous content, and accurate quality checks are conducted.
• Outputs produced within AI Solutions should not be used as definitive information on their own; verification processes must be applied.
• Users are responsible for evaluating the output obtained from the system within the context of their own business processes.

 

4. DISCLAIMER OF LIABILITY

4.1. Sestek assumes responsibility solely for the security and performance of AI Solutions developed by itself.

4.2. Sestek is responsible only for the AI solutions it has developed. Integrations with third-party software, platforms, or services (e.g., OpenAI, Google Gemini, Microsoft Azure AI) are the responsibility of the customer. Sestek cannot be held liable for any security vulnerabilities, errors, or interruptions that may arise in this context.

4.3. Sestek is not responsible for any vulnerabilities, errors, or security risks arising from integrations with third-party software, platforms, or services.

4.4. In practice, third-party AI tools such as OpenAI, Google Gemini, and Microsoft Azure AI may be used in Sestek solutions. If a new third-party AI tool is integrated into Sestek solutions in the future, the customer will be notified in writing. By continuing to use the relevant solution, the customer is deemed to have accepted the integration.

4.5. The outputs of AI systems are not guaranteed to be 100% error-free; no guarantees of accuracy or correctness are provided. The technologies are provided "as is." Responsibility for any direct or indirect damage lies with the customer.

 

5. ETHICAL AND SECURITY PRINCIPLES

5.1. Compliance with the principles listed below must be evaluated within the framework of national legislation and internationally recognized standards (e.g., OECD AI Principles, ISO/IEC standards). Sestek’s responsibility in this context is limited solely to its own development, testing, and training activities and the elements directly under its control. Sestek cannot be held liable for potential ethical or security issues, or impartiality concerns, arising from data sets outside this scope, third-party software or services, the manner in which the Customer uses the solution, or data provided by the Customer.

5.2.  Sestek adopts the ethical and security principles outlined below in the provision of its AI Solutions. These principles reflect Sestek’s good-faith approach and objectives and should not be interpreted as imposing any additional commitment or warranty on Sestek.

• Fairness and Impartiality: Within the scope of AI Solutions, the trained, tested, and utilized datasets and models are designed to produce equal outcomes for different groups without categorizing or classifying individuals into various groups. Sestek aims to continuously monitor algorithmic biases and proactively develop and improve processes to minimize such biases within its AI Solutions.
• Accuracy: Within the scope of AI Solutions, accuracy refers to the correct identification, analysis, and classification of the trained, tested, and utilized data, ensuring that these data lead to correct judgments. Given the potential impact of AI Solutions on individuals’ fundamental rights and freedoms, data accuracy is of paramount importance.

• Transparency and Explainability: Within the scope of AI Solutions, this refers to clearly communicating to stakeholders the inputs, outputs, interpretability of processes, and their impact on system operations. Sestek’s AI Solutions aim to provide stakeholders with transparency and explainability, ensuring the protection of individuals’ fundamental rights and freedoms and adherence to ethical principles.
• Privacy and Compliance: This refers to stakeholders being informed about the processing of personal data, the transfer processes, and their rights throughout the training, testing, and use of AI Solutions, and actively participating in these processes. Sestek aims to ensure that stakeholders achieve full compliance with applicable regulations, especially data protection laws, within the scope of AI Solutions.

• Security: This refers to minimizing risks that may arise within AI Solutions, preventing potential or unexpected harm through regular testing of AI systems, and implementing cybersecurity measures. Within the scope of AI Solutions, Sestek prioritizes the protection of information’s availability, integrity, and confidentiality, and aims to comply with relevant national and international standards in this regard.

• Administrative and Technical Measures: Within the scope of AI Solutions, data is processed for specific purposes throughout the development, training, testing, and usage phases, that is, throughout the product lifecycle. Necessary technical measures, including masking, are applied to ensure the security of the data.
• Automated Decision-Making Mechanism Oversight: Sestek’s AI Solutions are designed to include human intervention. This ensures that outputs are monitored by humans to prevent misleading, biased, or erroneous content. Within the scope of AI Solutions, Sestek aims to incorporate human oversight or manual approval mechanisms specifically in automated decision-making processes and develops its solutions accordingly.

• Auditability, Reversibility, and Metadata Management: This refers to the recording of metadata that documents model and process information related to AI outputs, enabling audits when necessary. Within the scope of Sestek’s AI Solutions, mechanisms are implemented to ensure the accuracy and reliability of models, training data, and AI outputs. AI Solutions are designed to allow the reversal of outputs when erroneous or biased results are detected. These mechanisms are provided to the extent technically and operationally feasible, and no guarantee is given that all risks will be completely eliminated.

• Data Transfers: This refers to keeping the data used for training, testing, developing, and operating AI Solutions within the country. In cases where transferring data outside the country is necessary, such transfers are carried out in compliance with applicable regulations, including data protection laws.

 

6. CUSTOMER RESPONSIBILITIES

6.1 Compliance with Laws:

6.1.1. The Customer undertakes to use Sestek’s AI solutions in compliance with the applicable national and international laws and regulations. The scope of these regulations includes, but is not limited to, the right to request the protection of personal data, intellectual property rights, consumer rights, and all regulations applicable to the sector in which the Customer operates.

6.1.2. The Customer is obliged to use the outputs generated by Sestek’s AI solutions only in a lawful manner. Outputs produced by the AI may not be used in a way that violates individuals’ fundamental rights and freedoms (e.g., infringing on privacy, freedom of thought and opinion, right to work, etc.), to discriminate, cause material or moral harm, or any other unlawful purpose. The Customer bears full responsibility for any consequences arising from using the outputs for unlawful purposes.

 

6.2 End User Notification:

6.2.1. SESTEK aims to ensure transparency in the AI Solutions it provides. In this context, SESTEK incorporates explanations within the AI Solutions, where it directly interacts with end users, to make users aware that AI is being used. Customers and End Users can access SESTEK’s most up-to-date Privacy Policy at https://www.sestek.com/privacy-statement.

6.2.2. Similarly, the Customer must ensure transparency in its interactions with end users within the scope of AI Solutions and provide the necessary information. Example: “This conversation or transaction is supported by artificial intelligence.” This notice is intended to fulfill the principle of ethical responsibility and informs the user that the system operates automatically or semi-automatically and that the output is produced by AI.

6.2.3. The Customer shall determine the channels and methods through which such transparency and information, aimed at ensuring compliance with data protection regulations, will be provided.

 

6.3 Other Customer Obligations within the Scope of AI Solutions

The Customer’s other obligations within the scope of AI Solutions are outlined below. Accordingly, the Customer shall:

• Verify the accuracy of the system outputs obtained within the scope of the AI Solutions and use these outputs under human supervision and oversight.

• Be responsible for managing and minimizing risks arising from third-party integrations.

• Avoid damage resulting from misuse, errors, or incorrect use of the AI Solutions, as well as practices that may harm individuals’ fundamental rights and freedoms.

• Be responsible for monitoring service levels, system performance, and accessibility criteria as specified in the Agreement between SESTEK and the Customer.

 

7. RISK MANAGEMENT AND CONTINUOUS IMPROVEMENT

7.1. Within the scope of AI Solutions, SESTEK identifies, analyzes, evaluates, and monitors legal, social, and technical risks. Risk assessments are central throughout the product lifecycle of the AI Solutions. Risks that may arise within the AI Solutions are defined, evaluated, and managed in accordance with ISO/IEC 42001.

7.2. SESTEK regularly updates the AI Solutions and conducts performance and security checks.

7.3. This Guide is subject to periodic updates in line with technological and legal developments.

 

8. COMMUNICATION AND SUPPORT

8.1. Stakeholders can submit notifications and support requests regarding the AI Solutions via the contact addresses listed on SESTEK’s website or through the relevant support channels. For personal data processed within the scope of AI Solutions and compliance with data protection regulations, stakeholders can contact privacy@sestek.com 

8.2. Within the scope of AI Solutions, stakeholders are expected to promptly notify SESTEK if they identify any errors, biases, or security risks in the systems.