Customer Support AI Use at Rogers

Last updated: 02/26/2025

This page explains how Rogers uses artificial intelligence (AI), including generative AI, in certain customer support experiences, what customers can expect, and important limitations and disclaimers related to AI‑generated content.

Our goal is to provide transparent, simple, and easy‑to‑understand information about how AI may support your interactions with Rogers.

Scope: This page applies to AI used by Rogers in customer support experiences (for example, virtual assistants and support tools). Information collected through interactions with the Toronto Blue Jays or the Rogers Centre is covered by their own privacy policies (not the Rogers Privacy Policy).

Use of Rogers’ AI‑enabled customer support experiences is subject to Rogers’ Terms of Service, Acceptable Use Policy, and Privacy Policy.

How does Rogers use AI to answer my questions?

Rogers’ virtual assistant, Anna, along with other customer-facing Rogers experiences, may use generative AI to help provide quick, conversational responses based on the information available at the time of generation.

We will disclose when AI is assisting you at the start of your interaction.

Important notes:

AI‑generated responses are for informational purposes only. Do not use them as your only source when making important decisions, such as legal or financial choices.
AI does not create offers, commitments, or guarantees on behalf of Rogers.
Your Rogers products and services remain governed by your service agreements, terms of service, and official Rogers policies. If information appears inconsistent with your bill, agreement, or official communications, your official documents take precedence.
AI answers are based on current available data, which may change over time or differ depending on your account.

How is my information used?

Depending on the experience, Rogers AI systems may use support content and, where available and permitted, limited information available in your account (such as your current services, past bills, or recent orders) to answer questions and suggest relevant options.

AI at Rogers does not have unrestricted access to private account data.

Is my personal information safe?

Rogers handles personal information in accordance with the Rogers Privacy Policy.

Rogers does not use these customer support interactions to train public AI models. AI interactions may be logged and retained for service quality, security, and compliance purposes, consistent with Rogers’ privacy and retention practices.

Can I rely on the AI for account‑specific decisions?

AI responses provide general guidance only. For decisions involving plan changes, billing, promotions, or commitments, verify through your bill, your service agreement, or Rogers Support.

Can AI make changes to my account?

AI does not finalize transactions or account changes on its own. Any changes to your account will be completed through Rogers’ official, secure processes (for example, authenticated self‑serve or via a representative), and you should review and confirm the details before proceeding.

Is the AI always accurate?

AI may occasionally be incorrect, outdated, or incomplete. If something seems off, rephrase your question, check against your official documents, visit Rogers Support, or speak with a representative.

How should I use AI responsibly?

Please avoid sharing passwords, PINs, credit card numbers, banking details, or sensitive identification information.

We may keep records of these interactions, like other support interactions, to help with quality, security and compliance, consistent with Rogers’ privacy and retention practices. For more information, please review the Rogers Privacy Policy.