Use of artificial intelligence

1. In short

You may encounter artificial intelligence (AI) with our phone assistant “Nina”, in the website chat on ultrazdravje.si and in replies to email sent to [email protected].
AI does not diagnose, does not give medical advice and does not decide on treatment — these are always the doctor’s tasks.
You can reach a person at any time: ask the assistant for a call-back from our staff, write to [email protected] or write the word AGENT in your email.
AI does not assess emergencies. In an emergency, call 112.

2. Who we are and our role

The controller of personal data is Ultrazdravje d.o.o., Dolinškova 10a, 1000 Ljubljana, Slovenia (clinic: Štihova ulica 3, 1000 Ljubljana).

We configured our AI assistants ourselves and use them under our own name, so under Regulation (EU) 2024/1689 on artificial intelligence we act as the provider and/or deployer of these systems. They are limited-risk systems: they are not medical devices and do not triage emergency calls.

In Slovenia, transparency obligations (Article 50 of the Regulation) are supervised by the Agency for Communication Networks and Services (AKOS), and personal data protection by the Information Commissioner of the Republic of Slovenia (IP RS).

3. AI systems you may interact with

At the start of a conversation, the assistant introduces herself as a digital assistant powered by artificial intelligence; replies from the email assistant are labelled in the footer.

System	What it does	Acts on its own?	Human oversight	Providers	Retention
Phone assistant “Nina” (+386 1 777 42 55)	Answers calls, books, reschedules or cancels appointments, adds you to the waiting list, creates a call-back task for our staff and records your consent to notifications.	Yes — it books, reschedules and cancels appointments in the eAmbulanta system on its own once your identity is confirmed with at least 2 of 3 details (full name, phone, email). A confirmation follows by SMS or email.	On request, our staff take over (call-back). Any action can be cancelled or corrected by our staff.	Soniox (speech-to-text and text-to-speech), OpenRouter (OpenAI GPT language model), Zadarma (telephony)	Audio is not recorded. Text transcript 90 days, AI summary 12 months.
Website chat “Nina” (ultrazdravje.si)	Same model and same actions as the phone assistant; optional voice mode in the browser.	Yes — as on the phone, once your identity is confirmed (at least 2 of 3 details).	On request, our staff take over. Any action can be cancelled or corrected by our staff.	OpenRouter (OpenAI GPT language model), Soniox (voice mode), Cloudflare (Turnstile, abuse protection)	Transcript 90 days, summary 12 months. Your IP address is processed for abuse protection (Turnstile, rate limiting).
Email assistant ([email protected])	Reads incoming email and prepares a reply. Medical questions, complaints and requests for a person are handed over to staff.	Depends on the mode: in test mode, staff review and send the draft; in full mode, it replies on its own and can book, reschedule or cancel appointments.	The reply footer states that it was prepared by an AI assistant. Write AGENT to ask for a person, or ODJAVA to unsubscribe.	Google Workspace (email), OpenRouter (OpenAI GPT language model)	Email bodies in the assistant log and in message threads 12 months; the assistant’s decision log 90 days. The original email remains in the info@ mailbox.

4. Internal use of AI

AI helps our staff with administrative work. Results are always reviewed by staff:

summaries of calls and chats;
extraction of complaints for the calendar (health data, kept for 12 months);
AI assistant for staff — it acts only after staff confirmation;
suggested replies to messages;
text recognition (OCR) on screenshots containing contact details;
language detection of messages;
dictation of medical reports (Soniox, speech-to-text) — the report is reviewed and signed by the doctor;
help with writing and translating blog articles — texts are reviewed by our team.

5. What AI does not do

it does not diagnose;
it does not give medical advice;
it does not triage emergencies — in an emergency, call 112;
it does not make treatment decisions — these are made by the doctor.

Automatic booking, rescheduling or cancellation of an appointment has no legal or similarly significant effects, so it is not automated decision-making within the meaning of Article 22 of the General Data Protection Regulation (GDPR). Nevertheless, a person is always available.

6. How to reach a person and correct an AI action

Phone: ask the assistant for a call-back from our staff — it creates a call-back task.
Email: write to [email protected]; in your reply to the email assistant, write the word AGENT.
Correction: any AI action (booking, rescheduling, cancellation, waiting list entry) can be cancelled or corrected by our staff — by phone at +386 1 777 42 55 (Mon–Fri 9:00–16:00) or by email.

7. Your data and AI

Call audio is not recorded; speech is converted to text in real time.
We keep the text transcript for 90 days; after that only the summary remains.
We keep the AI summary of a conversation for 12 months.
We do not use your data to train models: all requests via OpenRouter are configured to use only model providers that do not store or train on the data (setting data_collection: deny).
Some providers process data in the USA. Transfers are based on the EU-U.S. Data Privacy Framework (DPF), otherwise on Standard Contractual Clauses (SCC).

Details about the processing of personal data, legal bases and your rights are in our privacy policy.

8. Content prepared with the help of AI

Some blog articles are written or translated with the help of AI. Every article is reviewed by our team before publication, which takes editorial responsibility for it (Article 50(4) of Regulation (EU) 2024/1689). We label such articles as “prepared with the help of AI, professionally reviewed”.

9. Legal basis and supervision

Regulation (EU) 2024/1689 on artificial intelligence, as amended by Regulation (EU) 2026/1744; transparency obligations (Article 50) apply from 2 August 2026;
Slovenian Act implementing the EU Artificial Intelligence Regulation (ZIUDHPUI, Official Gazette of the Republic of Slovenia No. 85/2025);
General Data Protection Regulation (GDPR, Regulation (EU) 2016/679);
Personal Data Protection Act (ZVOP-2, Official Gazette of the Republic of Slovenia No. 163/22).

Complaints

If you believe we do not use AI systems transparently, you may contact the Agency for Communication Networks and Services (AKOS). Regarding the processing of personal data, you may lodge a complaint with the supervisory authority:

Information Commissioner of the Republic of Slovenia
Dunajska cesta 22
1000 Ljubljana, Slovenia
Email: [email protected]
www.ip-rs.si

10. Changes and contact

We may update this page when our use of AI or the law changes; the date of the last update is shown below. For questions about our use of AI and data protection, contact us:

Ultrazdravje d.o.o.
Dolinškova 10a, 1000 Ljubljana, Slovenia
VAT ID: SI75266261
Registration no.: 9723293000
Clinic: Štihova ulica 3, 1000 Ljubljana
Phone: +386 1 777 42 55 (Mon–Fri 9:00–16:00)
Email: [email protected]