How We Test Jane and the Help Chat

1. The AI Models

Jane and the help chat run on AI models that other companies make and operate. We don't change those models. What we write and test are the instructions and reference material we give them. Section 10 of our Privacy Policy describes these companies by the kind of service they provide.

2. What We Test, and When

Jane's and the help chat's instructions

We check the instructions Jane and the help chat are given against a set of customer questions, such as “Did you get my photos?” and “What about my deductible and taxes?” The questions come from Jane's calls, from follow-up questions customers asked her, and from the most-asked questions in our help articles. One test also uses a price range Jane gave a caller.

• Collected: before June 9, 2026
• First used: June 9, 2026

Our checks of Jane's calls

We test the checks we use to review Jane's calls, such as whether she said she had done something, like creating an account, that she had not done, against excerpts from Jane's phone calls.

• Collected: from calls between July 14, 2026 and August 27, 2026
• First used: August 28, 2026

How Jane and the help chat handle what people tell them

We test how Jane checks a ZIP code a caller gives her and records equipment a caller mentions, such as new tires or window tint, against details from two of Jane's phone calls. We test how the help chat recovers a reply that was cut off against two of its own replies from customer chats.

• Collected: from calls and chats between July 14, 2026 and July 24, 2026
• First used: July 27, 2026

3. What We Remove

Before we use a call excerpt:

• We replace names, email addresses, phone numbers, and ZIP codes with made-up ones in the same format.
• We swap each vehicle for another of the same make and body type.
• We replaced one caller's statement about another person's disability with a neutral one of the same length.

We keep the dollar amounts, the insurers' names, and the words as they were spoken, because the tests depend on them. We also keep a short internal record number for each call, so our staff can find the original. The names in the instruction tests are made up. In the tests of how Jane and the help chat handle what people tell them, we kept the ZIP code digits and the equipment as the callers said them, and the help chat's replies as written, because those tests depend on them.

4. Personal Information

This material includes personal information. Even with those details removed, the call excerpts include what callers said about their vehicles, their insurers, and the amounts involved.

5. Where the Material Comes From

All of it comes from our own records: calls with Jane, help chats, follow-up questions customers asked her, and our help articles. We don't buy or license any of it.