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Last updated: 25 September 2026

Safety and Compliance

Brons is workflow automation for automotive service businesses: independent garages, dealerships, body and paint shops and tire centers. It answers calls, books and moves service appointments, gives car-ready status and routes breakdowns and warning-light calls by the workshop's own rules. It gives no repair diagnosis over the phone, never approves warranty or goodwill decisions and never overrides the workshop's judgment. Every rule, every decision and every escalation is documented and auditable. This page describes how safety, data protection and governance are built in.

1. Scope statement

Brons handles administrative customer contacts: booking, rescheduling, car-ready status, reminders, follow-up and quotes read from the workshop's own price list. It gives no repair diagnosis and never tells a driver what is wrong with their car. When a caller describes a breakdown, a fault or a warning light, the agent applies the workshop's own rules to decide how urgently the car needs to be seen and by whom, and it hands over to a service advisor or mechanic whenever the rules or the caller ask for it.

2. Escalation principles

Breakdowns, undriveable cars, safety-related warning lights and upset customers go to a person, with the transcript and a short summary. When the agent is uncertain, it routes to a human rather than guessing. Safety comes before automation, always.

  • Escalation rules are defined and approved by the workshop manager.
  • Urgent cases are transferred live during opening hours. Outside opening hours the agent takes a message or forwards the call to the on-duty number the workshop has set.
  • Callers can reach a person at any point by asking for one.

3. Complete audit trail

Every decision the agent takes is logged. Each call has a full transcript with structured data: reason for calling, vehicle and appointment details where given, actions taken, outcome and any escalation. Rules are versioned, so the workshop can see which rules applied to any call at any time.

4. Human oversight

Flagged calls land in a review queue in the console. Rules go live only after the workshop has approved them, and edge cases are handled by people, not by the agent.

5. Data handling and security

Security for all customer and vehicle data, with encryption, access controls and compliance built in.

  • Encryption in transit and at rest.
  • Role-based access with audit logging.
  • Configurable retention policies per customer, so each workshop decides how long calls, recordings and transcripts are kept.
  • GDPR compliant processing for workshops in the EU, with a data processing agreement.
  • Processing in line with US state privacy laws for workshops in the United States.
  • Controls aligned with SOC 1 and ISO 27001, and readiness for the EU AI Act.
  • Data residency in the EU or the US, at the customer's choice.
  • Call recordings and transcripts are stored only for the agreed retention period and are then deleted or returned.

6. Transparency by default

Drivers always know what they are talking to.

  • Callers are told they are speaking with an AI assistant.
  • Hand-offs to the workshop's staff are announced clearly.
  • Full transcripts are available to the workshop, and to drivers on request through the workshop.

7. Governance

We work with the workshop manager to design rules that fit the way the workshop works and the standards it sets.

  • Rules are co-designed with the workshop manager.
  • All routing and escalation rules are reviewed and approved before deployment.
  • Rules are audited and updated regularly.
  • Escalation chains are documented and known to the team.

8. Questions about compliance

Our team is happy to discuss your requirements and to share our security and compliance one-pager for your procurement or IT team. Write to legal@brons.ai or book a demo.