Safety and AI
Last updated: 27 September 2026
Alo, Acasă calls your parents and grandparents with the help of Ana, an artificial intelligence voice assistant. Here we explain in plain words what Ana does, what she doesn't do, how we recognise when something is wrong, what we do then and what happens when Ana makes a mistake.
1. Who is calling
Ana is an automated assistant, a computer program that talks, not a person. She says so in the first sentence of every call and, if asked "are you a real person?", she answers honestly that she is not. She never pretends to be a relative, a doctor or someone from an institution.
Anyone talking to Ana can ask at any time to speak to a person. A colleague from our team calls back the same day.
2. What Ana does and doesn't do
| Ana does | Ana doesn't |
|---|
| Asks how they slept, how they feel, what they ate and what they've been up to | Diagnose anything or interpret symptoms |
| Reminds them about their tablets, from the list you gave us | Give advice about medicines, doses or treatments |
| Passes on your message, word for word | Give advice about money, documents or legal matters |
| Writes your summary and tells you when something is wrong | Make decisions for your parent or for you |
| Alerts a person on our team when needed | Ever ask for money, codes, passwords or card details |
Alo, Acasă is not a medical, care or emergency service, and it is not a medical device. Ana calls them, asks how they are and tells you what they said.
3. How we recognise when something is wrong
Ana sorts what she hears into a few levels. Our rule is simple: when in doubt, we choose the more serious level. An extra alert is a fright; a missed problem can be much worse.
| What Ana hears | What you get |
|---|
| Emergency: chest pain, shortness of breath, a fall they can't get up from, struggling to find words, a smell of gas or smoke, asking for help | A red alert on WhatsApp and by text message, during the call itself. A person on our team takes over straight away. |
| Keep an eye on it today: a fall but they're fine, a new pain, a fever, tablets missed two days running, more confused than usual, a phone call from someone asking for money | An orange alert right after the call, suggesting you call them today. A person on our team reads it too. |
| Good to know: a bad night's sleep, more tired than usual, one forgotten tablet | It appears in the daily summary. |
| No answer after three tries (at the chosen time, 20 minutes later and an hour after that) | A no-answer alert, so you can call them yourself or ask someone close to drop by. |
4. What we do in an emergency
Ana stops the usual conversation and tells your parent to hang up and call 112. At the same moment you get the red alert, and a person on our team takes over: they call back to check your parent managed to get help, they call you and, if your parent can't call for help themselves, they try to reach the 112 emergency service.
Our team receives alerts every day, weekends included, throughout the hours when we make calls. Even so, Ana cannot be sure to recognise every emergency, and she doesn't watch over your parent between calls. If you know it's an emergency, call 112 directly.
5. The people behind Ana
Ana doesn't work alone. Every emergency, everything to keep an eye on, every request to speak to a person, every question Ana couldn't answer and every message you send for your parent that touches on tablets, treatment or bad news reaches a person on our team. They can call back, correct a summary and stop the calls.
Every week we check all the alerts and a random sample of calls: did Ana choose the right level, and does the summary say only what was actually said?
6. When Ana gets it wrong
Ana can mishear a word, especially on a poor line or when your parent speaks quietly. She may raise an alert for nothing or, more rarely, fail to recognise something serious. Summaries are made only from what was said on the call: if a topic wasn't discussed, the summary says so rather than guessing.
If you spot a mistake in a summary, message us on WhatsApp. We correct it, send you the right version and change the way Ana works so it doesn't happen again. Before any change to the voice, the script or the artificial intelligence model, we test the emergency situations again.
7. Your parent decides
You pay for the subscription, but your parent decides whether they want to be called. On the first call, Ana explains the service and asks for their consent: to be called every day, for the conversation to be recorded and summarised, including what they say about their health, and for the summary to be sent to you. "I don't know" or "whatever my daughter wants" is not consent. If they seem unable to decide for themselves, Ana doesn't insist, and a person on our team decides together with you.
Your parent can say at any time, even during a call, that they don't want to be called any more. From that moment we stop calling and let you know.
8. Watch out for scams
Ana and her colleagues never ask for money, codes, passwords, card or bank details, and they always call from the same number. Ana tells your parent this from the very first call. If someone calls claiming to be from Alo, Acasă and asks for anything like that, it isn't us: your parent should give them nothing. If they tell Ana about a call like that, you get an orange alert.
9. What happens to the data
Call recordings are deleted after 30 days at most, and in your account you only see the summaries. We don't use the calls to train artificial intelligence models, for advertising or for anything other than the service. All the details, including the list of providers and how long we keep each type of data, are in the Privacy policy.
For any question about safety, about Ana or about your data: hello@aloacasa.ro or WhatsApp on +40 750 277 888. The service is provided by DKL DISTRIBUTION GROUP SRL, Timișoara, Romania.