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How we use AI

AI where it helps. Rules where it has to be right.

Owners ask us whether AI is any good, whether we use it and what for. Here are straight answers. The short version: AI suggests, a person decides and the figures come from your own records.

Where AI earns its place

AI is good at reading and writing. We use it where that saves your team time, and a person checks the result.

  1. Reading messy input

    Emails, PDFs and letters. It pulls out the names, dates and references so nobody has to retype them.

  2. Suggesting a category

    What kind of enquiry or complaint this is, with the words it relied on, so a person can confirm it in a click.

  3. Drafting a reply

    A first draft from your own information, for a person to edit and send.

  4. Answering routine questions

    Opening times, prices you’ve published and how to book, from facts you’ve approved.

Where we never use it

  • Sums, money and anything that ends up on an invoice
  • Compliance figures and regulatory returns
  • Decisions about people, such as hiring, pay, rotas or who gets help
  • Anything that has to be right every time

Rules and code do those jobs. They give the same answer every time and we can show you how they got it.

Our house rule

AI suggests, a person decides.

Nothing an AI suggests is saved until a person confirms it. It never writes a figure into a return, a report or an invoice: figures come from your records. And you can always see what it suggested and who confirmed it.

Which AI we use

We build with Claude, made by Anthropic. When we build and test, we use made-up data, never your records. Where a system includes a customer assistant, we pick the AI service that suits it and tell you which one before it goes live. Our own products work without AI: Heathmark has an optional Claude add-on planned for 2027, which stays off until a firm’s owner switches it on.

Questions owners ask about AI

Do you use AI?

Yes, where it does a job better than a fixed rule: reading messy emails and documents, suggesting a category or drafting a reply for a person to check. Sums, money and compliance figures are done by rules and code, never by AI.

Is AI reliable enough for my business?

For reading and drafting it’s very good, but it is not perfect, so a person checks every suggestion before it’s saved. For anything that has to be right every time, such as figures, we do not use it.

Will it replace my staff?

No. It takes away the retyping and the chasing, so your team spends its time on customers and decisions. Our work at Hockey’s Farm Shop gave the team 20 hours a week back.

What happens to our data?

Your records are stored in London, on Supabase and Vercel, and each client’s data is kept separate. We do not put your records into AI tools when we build or support your system. If your system includes a customer assistant, we tell you which AI service it uses before it goes live. See every service we use.

Want to know if AI would help your business?

Bring one job your team does by hand to a free 20-minute call. We’ll tell you honestly whether AI, a rule or nothing at all is the answer.

Book a 20-minute call