This article explains what the AI Benefits Consultant knows about you, what happens to your messages, and who can see your conversations.
For the formal version, see your own portal's privacy policy — the ‘Privacy Policy’ link at the bottom of any page in your benefits portal. Your employer sets that document, so it's the one that governs your data. Where it differs from this article, it takes precedence.
Zest is the technology provider that makes your benefits site. Where this article says "Zest", that's who it means. Zest is the Data Processor for your data under GDPR legislation, your employer remains the data controller.
What the consultant knows about you
The consultant has access to:
- Your benefit enrolments and eligibility— so it can answer "what am I enrolled in?"
- Your employer's benefits content and policy documents — the same pages and documents you can see in the portal
It can't see your bank details, your National Insurance number, your medical records, or anything about other employees. It doesn't know who your dependants are either — it can tell you what your policy says about dependant cover, but not who you've added. Ask it what it can see, and it will tell you.
What happens to what you type
The system tries to detect and remove personal details you type — phone numbers, email addresses, NI numbers, card details — before your message reaches the AI. This is automatic detection, so treat it as a safety net rather than a guarantee.
You don't need to share anything personal to get a good answer. Asking "what does my plan cover for counselling?" works just as well as explaining why you're asking.
Your conversations are processed within Zest's own cloud environment in the UK. Under Zest's contract with its AI supplier, any personal identifiable data is never used to train AI models.
Who can see your conversations
- You — in your chat history, on any device you sign into.
- Zest's quality team — who review anonymised versions of your conversations to check the consultant is giving good answers. These reviews are internal to Zest and are not shared with your employer.
- Your employer — but only in special circumstances! Your HR team cannot open your conversations. There is nothing in their system that shows them what you asked. One exception. Your employer is the data controller for your information — the organisation legally responsible for it. That means they can ask Zest in writing for a copy of a conversation, and Zest is legally obliged to provide it. Requests are made in writing and handled one case at a time — there is no routine access and nothing automatic. In practice this is expected to be used only in limited circumstances, such as a concern about someone's safety.
If live human support chat is available on your portal, and you move a chat to support, you choose whether your conversation is shared with them.
How long conversations are kept
Conversations are kept for 12 months, and they stay linked to you. They aren't anonymised during that time — they're held inside Zest's secure environment where they're what makes your chat history work and what Zest's quality team reviews. After 12 months they're deleted.
Your conversations are also deleted sooner if your data is removed from the platform — for example after you leave your employer, or on a data-erasure request (asking for your personal data to be deleted).
Staying in control
- Start a ‘New chat’ whenever you like
- Ask the consultant directly what it can see — it will tell you
- The consultant will always confirm it's an AI if you ask
- You don't have to explain your reasons to get a useful answer