Ref 4e

AI Opt-Out and Human Alternative Policy

This document explains that some journeys may offer a human or non-AI alternative and that public documentation should describe that option accurately where it exists.

Purpose

Describe when users can switch to a non-AI path and how that choice is respected.

Scope

Customer journeys where an alternative to AI interaction is available.
Public explanation of when an opt-out path exists and how it is requested.
Review of this wording when routing behavior changes materially.

Published Commitments

Public pages should describe available human or non-AI alternatives accurately.
Published opt-out wording should match the actual routing behavior offered by the product.
Changes to alternatives or eligibility should be reflected on the review cadence.