Transparency builds trust

At LIINI®, the well-being of babies, children, and their families is our top priority. That is why we place great importance on transparent communication—including when using modern technologies such as artificial intelligence (AI).

We use AI specifically as a supportive tool to create content more efficiently and to continuously improve our products and services. However, our team remains responsible for all published content at all times.

How We Use AI

Depending on the application, artificial intelligence can be used in the following areas, among others:

• Assistance with creating product descriptions
• Writing and optimizing blog posts, how-to guides, and FAQ articles
• Translations into various languages
• Creating Social Media Content
• Development of Marketing Campaigns
• Creation of concept images or visualizations
• Supporting Our Customer Service with Intelligent Assistance Systems
• Analysis of anonymized data to improve our services

The use of AI is intended solely to support our employees and does not replace human decision-making.

Human Quality Control

All key content is reviewed by our team before it is published.

These include, in particular:

• Product Information
• Safety Information
• User Manuals
• Marketing Content
• Texts on our website
• Responses from our customer service team, as needed

We take care to ensure that the information provided is accurate, clear, and up-to-date. If we do happen to notice any errors, we will correct them as soon as possible.

One exception is the chat with John: His replies appear immediately, without being reviewed first. That’s why we regularly test John with practice questions and review the questions he couldn’t answer.

AI-generated images and visualizations

Occasionally, we use AI to create concept art or lifestyle visualizations. Such illustrations are intended solely to illustrate ideas or application scenarios.

To the extent necessary or required by law, we label such content accordingly.

The following factors are always key to the characteristics of our products:

• the official product images,
• the product descriptions,
• the technical specifications, as well as
• the user manuals.

Our AI Assistant, John

In the “Ask John” chat, John, our AI assistant, answers questions about our products, orders, and everyday life with a baby. He responds around the clock in German, French, Italian, and English. John isn’t a real person: His responses are generated automatically using an AI language model (Claude by Anthropic). Our team does not read them before shipping.

• His knowledge: John draws on our website (product pages, instructions, FAQs, guides) and the experience of our customer service team. From previous inquiries, he retains only general solutions and tips, without names, addresses, order numbers, or other personal information.
• What John doesn’t decide: Our team always makes the final decision regarding warranties, replacements, refunds, and goodwill gestures. If there’s a problem, John will help you open a ticket. We have the answer to that.
• Order Status: John will only check on it if you provide your order number and email address. They will then be able to see the status, item details, and tracking information, but not the address or payment information.
• Health: John does not provide medical advice. Contact your pediatrician or midwife; in an emergency, call 144.
• Errors may occur: Our product pages, user manuals, and Terms and Conditions are authoritative. If you think an answer is incorrect, please contact us.
• Would you rather be with a person? Über „Ticket erstellen“ im Chat-Menü geht Ihre Anfrage direkt an unser Team.

Data protection

When using artificial intelligence, we comply with all applicable data protection regulations.

Personal data is processed exclusively in accordance with applicable data protection laws. For more information, please see our Privacy Policy.

In the chat, we process your messages and the page on which you are typing. To protect against misuse, we also store a non-traceable identifier associated with your IP address—not the IP address itself. We delete chats after 90 days. Your browser will save your history for 24 hours so you can continue writing. Photos or videos that you attach in the chat will be included in your ticket. To allow John to respond, the messages are sent to Anthropic (U.S.). By default, Anthropic does not use them for training and deletes them within 30 days. Please do not enter any health, password, or payment information in the chat. For more details, please see our Privacy Policy.

Our Responsibility

For LIINI®, the responsible use of artificial intelligence is a matter of course.

That is why we are committed, in particular, to the following:

• To use AI solely for support purposes.
• To review content appropriately before it is published.
• Not to use AI to mislead our customers.
• To ensure transparency regarding the use of artificial intelligence.
• Comply with applicable legal requirements, including the EU AI Act.

Questions About the Use of AI

If you have any questions about the use of artificial intelligence in LIINI® or would like more information, our customer service team would be happy to hear from you.

Thank you very much for your trust.

Your LIINI® Team