Clare Chatbot Terms of Use

Last Updated: August 27, 2025

These Terms of Use are a binding legal agreement between you (“You” or “User”) and OSF HealthCare (“OSF”). By using Clare, you accept and agree to these Terms. If you do not agree, do not use Clare.

1. Purpose and Functionality

Clare is a virtual assistant that helps you find information about OSF services. Clare uses technologies to answer your questions:

• Natural Language Processing (NLP): Clare uses NLP to understand what you are asking and give the right answer. NLP helps Clare to route clinical and non-clinical questions appropriately.
• Large Language Model (LLM): Clare uses LLM to give answers about non-clinical things like hours of operation, directions, appointment logistics, and service descriptions. These answers are made by computers, not people.

Sometimes Clare can connect you to an OSF staff member if you need more help.

2. No Medical Advice

Clare does not give medical advice, diagnose, or treat health problems. For medical help, talk to a healthcare professional. 

Clare has a built-in symptom checker. This tool asks simple questions about your symptoms and gives you general advice about what to do next. The symptom checker does not diagnose you and does not replace seeing a healthcare professional.

If Clare thinks you need more help, she may offer to connect you with a Registered Nurse (RN) through a secure live chat. Right now, live chat is only with RNs and is available if you choose “Not Feeling Well” or if Clare notices you want to “talk to a human.”

These tools follow OSF’s guidelines and are designed to support, not replace, real clinical care.

3. Not for Emergencies

Do not use Clare for emergencies. If you have a medical emergency, call 911 or go to the nearest emergency department.

4. Information Only

Clare gives general information. Clare does not provide medical, legal, financial, or other professional advice. Always check important information with OSF staff or other professionals.

5. Accuracy and Completeness

OSF tries to keep Clare’s information correct and current, but cannot guarantee that every response is complete, correct, or up to date. You should confirm important details before making decisions.

6. Your Responsibility

You are responsible for how you use Clare’s information. For health, insurance, or care decisions, always talk to OSF staff or another professional.

7. Privacy

OSF, and its contracted technology partner, Fabric, may collect and review your questions and Clare’s answers to improve the service. Your data is kept private and safe following OSF’s Privacy Policy. Fabric and other OSF technology partners follow OSF’s privacy and safety rules. No personal data is used for unrelated purposes or shared externally without your permission.

8. No Guarantees

Clare is provided “as is” and “as available.” OSF makes no guarantees or warranties, express or implied, about Clare’s availability, functionality, accuracy, completeness, reliability, or usefulness.

9. Limitation of Liability

To the fullest extent allowed by law, OSF is not liable for any direct, indirect, incidental, or consequential damages resulting from your use of Clare or reliance on Clare’s answers. You assume full responsibility for any decisions made based on Clare’s responses.

10. Indemnification

You agree to indemnify and hold harmless OSF HealthCare, its affiliates, officers, employees, and agents from any claims, losses, or damages arising from your use of Clare or violation of these Terms.

11. Governing Law

These Terms of Use are governed by the laws of the State of Illinois, without regard to conflict of law principles.

12. Severability

If any part of these Terms of Use is found invalid or unenforceable, the remaining sections will remain in effect.

13. Human Help

If Clare cannot answer your question, you may ask to talk to a real person, like a nurse or other OSF staff member.

14. Modification of Terms

OSF may change these Terms of Use at any time. The latest version will be posted with the update date. Continued use of Clare means you accept the updated terms.

15. Questions

If you have any questions about Clare or these Terms of Use, please contact OSF HealthCare.