AI Policy – Information about Knowly’s use of AI
Last updated: 6 November 2026
At Knowly, we believe that artificial intelligence has the potential to transform how organisations create and deliver learning experiences. We are committed to harnessing that potential in a way that is transparent, responsible and respectful of the people who use our platform.
This policy explains how Knowly uses AI, what that means for you as an administrator or organisation using Knowly, and the principles that guide our approach. We want you to feel confident that when AI is part of your experience on the Knowly platform, it is there to support you – not to replace your judgement or operate without your knowledge.
How Knowly uses AI
Knowly uses AI in the following ways:
The Knowly AI Agent
The Knowly platform includes an AI-powered agent that helps administrators create learning journeys. The AI Agent can process materials that you upload – such as documents, presentations or other content – and use them to generate structured learning content. The AI Agent is an optional feature that administrators can choose to activate for their organisation.
AI-assisted platform features
In addition to the AI Agent, certain features within the Knowly platform are powered or enhanced by AI, for example to improve search functionality or surface relevant content recommendations. Where this is the case, it will be clearly indicated within the platform.
AI-powered customer support
Knowly uses both manual and automated solutions to provide customer support, including Fin, Intercom’s AI-based customer support functionality, to respond to questions about Knowly’s services. For information about how your messages are processed when you contact customer support, please see the “Data and privacy” section below and our Privacy Notice.
Internal use of AI
Knowly's own team also uses AI tools to support internal tasks such as drafting, research and operational efficiency. Our internal use of AI is governed by separate internal guidelines that ensure personal data and confidential information are handled appropriately.
Transparency: knowing when AI is involved
We are committed to making sure that you always know when AI is part of your experience on the Knowly platform. Specifically:
- AI-powered features are clearly labelled. Wherever a feature or function is driven by AI, this will be indicated within the platform interface so that you are never left wondering whether you are looking at AI-generated content or output.
- Interactions with the AI Agent are clearly identified. When you are interacting directly with the Knowly AI Agent, this will be made clear. You will not be left with the impression that you are communicating with a human when you are communicating with an AI system.
- AI-generated content is presented as such. Content produced by the AI Agent or other AI-powered features will be presented as AI-generated output, subject to your review and approval before it is used or published.
Human oversight and control
AI on the Knowly platform is designed to assist administrators, not to make decisions on their behalf. We are committed to keeping humans in control.
- You review before you publish. The AI Agent produces drafts and suggestions. Administrators always have the opportunity to review, edit, approve or reject AI-generated content before it is published or made available to learners. Nothing goes live without human sign-off.
- You can choose not to use AI features. The AI Agent and other AI-powered features are optional. Administrators who prefer not to use them can continue to use the Knowly platform without engaging with AI functionality.
- AI does not make significant decisions about individuals. Knowly does not use AI to make automated decisions that have legal or similarly significant effects on learners or other individuals.
Data and privacy
When you use AI-powered features on the Knowly platform, certain personal data is processed as part of delivering those features. This section provides a summary; full details are set out in our Privacy Notice.
How the AI Agent handles your data
When you interact with the AI Agent, your messages, instructions, and any materials you choose to upload are processed in order to generate responses and work outputs tailored to your project. The AI Agent maintains conversational context across a session, allowing it to build on previous exchanges and refer back to materials you have made available.
The AI Agent produces drafts, structured content, and other work outputs based on your input. All AI-generated content is presented to you for review before it is used or published.
How customer support AI handles your data
When you contact Knowly's customer support via chat, AI-powered functionality may analyse and process the content of your messages in order to generate relevant responses based on Knowly's help documentation and support materials. Your messages are not used for profiling or to make automated decisions that produce legal or similarly significant effects for you.
Third-party AI providers
Knowly uses reputable third-party AI model providers to power certain AI features. Where personal data is shared with these providers, appropriate data processing agreements are in place to ensure that your data is protected in accordance with applicable data protection law, including the EU GDPR. Current subprocessors are listed in our subprocessor information, which is available on request.
Your data is not used to train external AI models
Data processed through Knowly's AI features is not used by our third-party AI model providers to train their underlying models, except where this is explicitly agreed with you.
How Knowly uses data to improve its own AI Agent
Knowly may retain and analyse selected conversation data, AI responses, user feedback, and error records in order to evaluate and improve the performance, accuracy, and reliability of its own AI Agent. This is separate from, and should not be confused with, sharing data with external AI model providers for the purpose of training their general models. Where this processing is based on our legitimate interest, you have the right to object.
Our principles for responsible AI
The following principles guide how we develop, deploy and use AI at Knowly:
- Transparency. We are open about when and how we use AI. We do not obscure AI involvement in our products or services.
- Human control. AI is a tool that supports human decision-making. Administrators remain in control of the content and learning experiences delivered through Knowly.
- Privacy by design. We consider privacy implications when designing and deploying AI features, and we handle personal data in accordance with applicable data protection law.
- Accuracy and honesty about limitations. We work to make our AI features as accurate and reliable as possible, and we are honest that AI systems can make mistakes. We encourage users to apply their own judgement when reviewing AI-generated output.
- Legal compliance. We monitor and comply with applicable regulation governing the use of AI, including the EU AI Act and the GDPR.
- Continuous improvement. We are committed to improving our AI features over time, including by taking user feedback seriously and acting on it.
AI limitations
AI systems, including the Knowly AI Agent, are powerful tools but they are not infallible. AI-generated content may occasionally be inaccurate, incomplete or not fully aligned with your intentions.
In particular, large language models – the technology that powers the Knowly AI Agent – can sometimes generate content that appears confident and well-formed but is factually incorrect. This is sometimes referred to as "hallucination". It is an inherent characteristic of current AI technology, and not unique to Knowly's implementation. We actively work to minimise this risk through the design of our AI Agent, including by grounding the Agent's outputs in the source materials you provide, but we cannot guarantee that all AI-generated content is accurate.
We encourage all administrators to:
- Review AI-generated content carefully before publishing or distributing it
- Apply their own professional judgement to AI output, particularly in relation to sensitive or high-stakes subject matter
- Contact us if they encounter output that appears incorrect, inappropriate or unexpected
We take feedback on AI performance seriously and use it to improve the quality and reliability of our AI features on an ongoing basis.
Ownership of AI-generated content
Content produced by the Knowly AI Agent based on materials and instructions you provide is intended for your use as an administrator. However, you should be aware that AI-generated content may, in some cases, reflect patterns from the underlying model's training data. Whilst Knowly takes steps to reduce this risk, we cannot guarantee that AI-generated output is entirely free from similarity to third-party materials. You are responsible for reviewing AI-generated content before publishing it and for ensuring that its use does not infringe the rights of third parties. Knowly accepts no liability for third-party intellectual property claims arising from content that has been reviewed and approved for publication by an administrator.
Risk classification
Knowly has assessed the Knowly AI Agent against the risk classification framework set out in the EU AI Act. Based on this assessment, Knowly has determined that the AI Agent does not fall within the categories of prohibited AI practices or high-risk AI systems as defined in the EU AI Act. The AI Agent is designed to assist administrators in creating learning content and does not make consequential decisions about individuals, operate in a regulated high-risk domain, or exhibit characteristics that would bring it within the high-risk classification.
Knowly keeps this assessment under review as the AI Agent develops and as regulatory guidance evolves.
Contact us
If you have questions about Knowly's use of AI, or if you would like to raise a concern about an AI-powered feature, please contact us at:
Updates to this policy
AI technology and the regulatory landscape surrounding AI are developing rapidly. We will update this policy as our use of AI evolves and as new legal requirements come into force. The date at the top of this document indicates when it was last updated. We recommend checking back periodically.
This policy was last updated on 6 November 2026.