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Customer Support AI Usage at Shaw Direct

Overview

This page explains how Shaw Direct uses artificial intelligence (AI), including generative AI, in customer support and what you should know when using an AI-supported experience.

Frequently Asked Questions

How does Shaw Direct use AI in customer support?

AI may be used in virtual assistants, chat or voice interactions, emails, explanations, and other customer-support tools or communications. When you interact directly with an AI system, Shaw Direct will identify the use of AI at or near the start of the interaction. Use of Shaw Direct’ AI-supported customer experiences is subject to applicable Shaw Direct terms and policies, including the Terms of Service and Privacy Policy.

What should I know about AI-generated information?

• Information provided through AI-supported customer interactions may be inaccurate, incomplete, outdated, or not applicable to your specific circumstances.
• If you have not signed into your account or otherwise been authenticated, information provided is general and is not account-specific.
• If you are authenticated, AI-generated responses may use or include information about your account, services, bills, or recent requests that is available to the experience and relevant to your request.
• Shaw Direct products and services remain governed by your agreement, bill, applicable terms, official communications, and published policies. If AI-generated information differs from those sources, the official sources govern.
• Please verify important information through official Shaw Direct sources or an authorized customer-support representative.

Can AI make offers or changes to my account?

An AI-generated response does not, by itself, create a binding offer, commitment, guarantee, or change to your agreement or applicable terms of service. Depending on the experience, an AI assistant may provide account information, guide you through a request, or direct you to an authenticated Shaw Direct process where you can review and complete an account or service change.

Review the applicable details before confirming any order, payment, account change, or service request.

How does Shaw Direct use my information?

Shaw Direct handles personal information used in AI-supported customer interactions in accordance with the Shaw Direct Privacy Policy.

Depending on the experience and whether you have been authenticated, an AI system may use support information and limited information about your account, services, bills, or recent requests to respond to you or suggest support options.

Shaw Direct may log and retain AI-supported customer interactions for purposes such as service quality, security, troubleshooting, analytics, compliance, and improving customer support, consistent with applicable privacy and retention practices.

Do not share passwords, PINs, one-time passcodes, full payment-card or banking details, government identification numbers, or other information that Shaw Direct does not request for the interaction.

What should I do if something seems wrong?

If an AI-generated response seems unclear, incorrect, incomplete, or inconsistent with your account information or official Shaw Direct documents, check the applicable official source or contact an authorized customer support representative.

Your bill, agreement, applicable terms of service, official communications, and published Shaw Direct policies govern if they differ from information provided by an AI-supported experience.

How can I get help or report a problem?

If you need help verifying information, completing a request, or reporting an incorrect or inappropriate AI-supported interaction, contact Shaw Direct Support. To escalate an unresolved concern, visit Resolve a concern or complaint with Shaw Direct. Please provide available details of the interaction so Shaw Direct can review the issue.

Accessibility and Related Links

(Last Updated 05 November 2026)