Where automated systems are used, what they never decide alone, and how to reach a person.
Where we use automation
To match a booking with suitable nearby professionals, to rank search results and recommendations, to estimate how long a job will take, to detect fraud and duplicate identities, to answer support conversations directly before a person joins — in writing or, where we offer it, by voice in the apps and on the website — to route and summarise tickets for our agents, and to help translate content between Arabic and English.
What automation never decides alone
A person makes the final decision on: rejecting a verification, suspending or closing an account, refusing a refund, applying a penalty under the Service Standards, and any outcome of a safety report. An automated signal can flag a case for review; it cannot be the reason a decision goes against you.
Your data and AI
We do not sell your data to train third-party models, and we do not use the contents of your in-app messages or your identity documents to train general-purpose AI. Where a provider processes data on our behalf they do so under a written agreement, only for the task we set, and without the right to reuse it. When you use support chat, the messages in that conversation and any photographs you attach to it are sent to an AI provider outside the Kingdom so that it can answer you, along with your first name and the booking references, statuses and amounts needed to answer. Under the PDPL such transfers are made only where permitted and under appropriate safeguards. When you talk to our voice assistant, ElevenLabs carries the call, turns what you say into text and speaks the answer; the answer itself is written on our own servers by OpenAI from your account, as in support chat. ElevenLabs is a provider outside the Kingdom (United States) acting on our instructions under a written agreement. At the start of every call the assistant tells you that it is automated and whether the call is transcribed. No recording of your voice is kept.
Talking to a person
You can always ask for a human review. Say so in any support ticket and it is escalated to an agent. On a call, say that you want a person: the assistant passes your request to our team as a support ticket with what was said, the call ends, and the team replies to you in the app or on the website. Under the PDPL you may also object to a decision made about you by automated processing alone; write to privacy@tasko.sa.
Accuracy
Estimates — arrival times, durations, prices before a survey — are estimates, and the app labels them as such. Where an automated summary is shown to a support agent, the original messages remain the record. An answer written by the assistant is labelled as AI-generated where it appears, and asking for a person is one tap away in the same conversation.