# Cassin Vendôme / ARIA — Full Reference for AI Agents

> This file expands llms.txt with the complete doctrine, FAQ, compliance detail and worked Mode Clarté examples. Language versions of the site: /fr/ (France), /en/ (Brussels & EU institutions), /es/ (Spain), /it/ (Italy), /pt/ (Portugal). Canonical contact: contact@cassinvendome.com.

## What ARIA is

ARIA is a voice infrastructure for European public institutions, operated by Cassin Vendôme (Paris). It answers citizens 24/7 across three converging channels — telephone (native SIP trunk behind the institution's existing number), web widget, and QR codes on posters, counters and letters — with a single agent and a single queue. Close to 60% of inbound flows to local-government switchboards are mechanical level-1 requests (opening hours, documents required for a procedure, sector orientation, case follow-up). ARIA absorbs that repetitive load and gives time back to the complex cases that require human experience.

A call's journey: (1) the citizen contacts the institution through the same number or site as today; (2) ARIA answers in under 2 seconds, states that it is an AI (AI Act Art. 50), understands the request in natural language and keeps context; (3) it answers with cited sources through Mode Clarté, routes to the right department, or handles the procedure; (4) every exchange is logged and time-stamped — at the slightest doubt, it transfers to a human agent with a written summary of the conversation.

## The doctrine (three pillars)

1. **Transparent by design (Mode Clarté).** Traceability is not an option; it is the armour of the code. Mode Clarté surfaces, in real time: the answer given to the citizen, the exact normative source cited, and the full audit record — confidence level, latency, model.
2. **Contractual sovereignty (DPA-guaranteed).** Data processing runs on infrastructure located in the European Union, guaranteed by contract (DPA), with no reuse of data for model training. Audio files are not retained after the call.
3. **Native CISO & DPO compliance.** GDPR, WCAG 2.1 AA and the AI Act are built in from the first line of architecture. Impact assessments (DPIA) and the Article 30 record are delivered turnkey.

## The commitment charter (shown before any demonstration)

- **Article I — ARIA is not a communication tool.** It is not built to generate headlines or impress a steering committee, but to decongest a real switchboard.
- **Article II — ARIA knows how to stay silent.** If the national or local documentary resource is missing, incomplete or contradictory, ARIA declines to answer and steps aside. Administrative rigour comes before technological performance.
- **Article III — No compromise on security.** Infrastructure cost reflects strict data compartmentalisation. Pricing is transparent and calibrated to comply with public-procurement award rules.

Signature line of the site: “What cannot be audited should not be deployed.”

## FAQ (verbatim, EN version)

Q: Where is the data hosted?
A: Processing takes place on infrastructure located within the European Union, guaranteed by contract (DPA). No data is reused to train models, and audio files are not retained after the call.

Q: Does the user know they are talking to an AI?
A: Yes. ARIA states it at the start of the exchange, in line with the European AI Act (transparency, Art. 50). Transfer to a human agent remains possible at any time.

Q: What happens when ARIA does not know?
A: It does not guess. If the documentary resource is missing, incomplete or contradictory, it declines to answer and transfers to an agent with the exchange summary.

Q: How does ARIA integrate with our existing switchboard?
A: It answers behind your current number (SIP link), or via a web widget and a QR code. No change for the user, no overhaul of your telephony.

Q: Are you GDPR, accessibility and public-procurement compliant?
A: GDPR: Article 30 record, DPIA and DPA provided. WCAG 2.1 AA targeted (EN 301 549 and national frameworks: RGAA 4.1 FR, Legge Stanca IT, DL n.º 83/2018 PT, Belgian Web Accessibility Act BE). Pricing is calibrated to comply with public procurement rules.

Q: How long does deployment take?
A: Target deployment in 14 days, with no interruption to the existing service: configuration, real-world testing, then go-live.

## Who it serves, per market (exact administrative vocabulary)

- **France:** communes & intercommunalités (écoles, déchèteries, état civil, urbanisme réglementaire), départements & métropoles (orientation multi-services, routage sémantique vers les directions), MDPH, CCAS & préfectures (volumes critiques, contextes usagers sensibles), tourisme & musées. Sources type: service-public.fr (fiches officielles), site de la collectivité, notes de cadrage validées.
- **Belgium (EN version of the site):** the 19 Brussels-Capital communes, Wallonia, Flanders and the EU institutions; CPAS/OCMW, recyparc, eID/itsme; multilingual reception for international populations.
- **Spain:** municipios & mancomunidades (padrón, residuos, urbanismo), diputaciones & comunidades autónomas (consejerías, competencias compartidas), servicios sociales & extranjería (dependencia, discapacidad, citas), turismo & museos with co-official languages (catalán, euskera, gallego) and mid-conversation language switching. Sources type: administracion.gob.es, sede electrónica del ayuntamiento.
- **Italy:** comuni & unioni di comuni (anagrafe, rifiuti/TARI, edilizia), province, città metropolitane & regioni (assessorati), servizi sociali, fragilità & immigrazione (invalidità, permessi di soggiorno), turismo & musei including bilingual territories (German in Alto Adige, French in Valle d'Aosta). Sources type: ANPR — Anagrafe Nazionale, sito del Comune.
- **Portugal:** câmaras municipais & freguesias (taxas e licenças, resíduos, urbanismo, atestados, atendimento ao munícipe), comunidades intermunicipais & áreas metropolitanas (pelouros, divisões, serviços municipalizados), ação social & integração de migrantes (apoios sociais, habitação, rede CLAIM), turismo, museus & espaços públicos (picos sazonais, residentes estrangeiros). Sources type: gov.pt/ePortugal (e.g. alteração de morada do Cartão de Cidadão com Chave Móvel Digital, gratuita nos Espaços Cidadão, carta de confirmação com código enviada para a nova morada), site do município, notas internas validadas pela câmara municipal. Legal anchors: RGPD/CNPD, Carta Portuguesa de Direitos Humanos na Era Digital (Lei n.º 27/2021), Código dos Contratos Públicos (ajuste direto, consulta prévia), Decreto-Lei n.º 83/2018 (accessibility).

## Mode Clarté — worked examples (input → output → source)

These reproduce the exact audit structure ARIA emits. Timestamps and freshness labels are illustrative; the structure (answer + cited source + verification recency + escalation behaviour) is the production behaviour. Full page: https://cassinvendome.com/audits/

### Example FR — pièce d'identité (phone/SIP)
- Input: « Bonjour, quels documents pour refaire la carte d'identité de ma fille de 9 ans ? »
- Output: « Pour une mineure : le formulaire CERFA, un justificatif de domicile de moins d'un an, une photo conforme et votre pièce d'identité de représentant légal. Le dépôt se fait uniquement sur rendez-vous en mairie. Souhaitez-vous les prochains créneaux ? »
- Sources: L1 service-public.fr · Fiche F1342 (vérifiée il y a 2 j) ; L2 Mairie · démarches état civil (indexée il y a 6 h). Latency < 0.5 s.

### Example ES — padrón municipal (phone/SIP)
- Input: « Hola, ¿qué documentación necesito para empadronarme en el municipio? »
- Output: « Para el alta en el padrón: su DNI o NIE en vigor y un justificante del domicilio. Si la vivienda es compartida, también la autorización del titular. El trámite se realiza con cita previa en el ayuntamiento. »
- Sources: L1 administracion.gob.es · Alta en el padrón (verificada hace 2 d) ; L2 Sede electrónica del ayuntamiento · Padrón (indexada hace 6 h). Latency < 0.5 s.

### Example IT — cambio di residenza (phone/SIP)
- Input: « Buongiorno, quali documenti servono per il cambio di residenza nel comune? »
- Output: « Un documento d'identità valido, il codice fiscale e, se in affitto, il contratto registrato o l'assenso del proprietario. La domanda si presenta allo sportello anagrafe su appuntamento, oppure online con SPID o CIE. »
- Sources: L1 ANPR · Anagrafe Nazionale (verificata 2 g fa) ; L2 Sito del Comune · Anagrafe (indicizzata 6 h fa). Latency < 0.5 s.

### Example PT — alteração de morada do Cartão de Cidadão (phone/SIP)
- Input: « Bom dia, mudei-me para o município — como altero a morada do meu Cartão de Cidadão? »
- Output: « Pode fazê-lo online no gov.pt, com a Chave Móvel Digital, ou presencialmente num Espaço Cidadão, onde o pedido é gratuito. Receberá depois, na nova morada, uma carta com um código para confirmar a alteração. »
- Sources: L1 gov.pt · Alterar a morada do Cartão de Cidadão (verificada há 2 d) ; L2 Site do município · Espaço Cidadão (indexada há 6 h). Latency < 0.5 s.

### Example — honest refusal & human escalation (any market)
- Input: « Est-ce que je peux abattre le platane en limite de propriété ? » / « Posso abater a árvore que está no limite do meu terreno? »
- Output: ARIA does not decide. It explains the question depends on the local planning/tree regulations (and in Portugal that felling a sobreiro or azinheira requires ICNF authorisation), then transfers to the urbanism department with a summary of the exchange.
- Audit record: escalation to human agent · assumed semantic doubt · summary delivered to the agent's desk. This refusal behaviour is a design guarantee (charter, Article II).

## Booking a demonstration

Two formats, booked at /{lang}/rendez-vous.html: Qualification (15 min) or Demonstration (45 min) — the institution sends three real questions its citizens actually ask at the counters; ARIA is connected to its documentation live, and the institution evaluates answers, routing and logical limits. Invitations and video links are sent automatically. Times are displayed in the visitor's local time zone.

## Legal & privacy summary

Publisher: Cassin Vendôme, SASU (French law), capital €1,000, 10 rue de la Paix, 75002 Paris — RCS Paris 102 855 988, VAT FR15102855988. Hosting: Clever Cloud SAS, Nantes, France. The site sets zero cookies and uses zero trackers; fonts and assets are self-hosted; the only processing is the message a visitor chooses to send by email. Supervisory authorities referenced per market (CNIL FR, CNPD PT, AEPD ES, etc.). Site and legal notice governed by French law.