Human Oversight and Intervention Points

The AI functions integrated into OmbuDesk – including AI summaries, translations, text simplifications, corrections, and the chatbot – serve exclusively as supporting assistance systems for case handlers. The AI system does not make any autonomous decisions about the outcome of a dispute resolution procedure. Final responsibility for case processing and outgoing communication always remains with the person handling the case.

To ensure safe and proper use of the software, all users must observe the following intervention points (human-in-the-loop) in their daily work:

• Reviewing AI summaries: The AI summary provides a quick overview of the current status of a case file. However, before any decision-relevant steps are taken, the case handler must always critically evaluate the generated summary and, if necessary, check it for accuracy and completeness against the underlying original documents (e.g., application forms, emails from the parties).
• Approval in communication: If AI features such as translation, text simplification, or the correction function are used when composing emails, the generated text must never be sent without review. Before clicking "Send," the user must fully read the email draft, assess its content, and make manual adjustments if necessary before the message is sent to the applicant or respondent.
• Validating chatbot information: Answers from the OmbuDesk chatbot regarding case details or as a source of ideas for next steps are only recommendations. The case handler must professionally validate this information before incorporating it into the official case processing.
• Ability to intervene at any time: All users retain full control over the software at every work step. Drafts or summaries generated by the AI can be ignored, manually overwritten, or deleted at any time.