As Omnissa embraces the transformative capabilities of AI, it is our duty to maintain a responsible approach to its use. The Omnissa approach is centered on earning and maintaining the trust of our customers and partners; and founded on governance, transparency, and data privacy and security. This document provides an overview of our customer-facing machine-learning and GenAI enabled features and where we have integrated AI functionality within our cloud services and on-premise software/product offerings.
Overview of the Omnissa AI program
Use and governance of Artificial Intelligence (AI), including GenAI systems, is a rapidly growing area, and, like many new innovations, we understand that they carry serious risks if not used responsibly.
Omnissa has adopted its own set of internal Ethical Principles for Omnissa AI that govern the development, deployment, and use of AI systems. These core principles of trustworthy AI include:
- Fairness
- Explainability and transparency
- Reliability and safety
- Privacy and security
- Accountability
Most importantly, an internal Omnissa AI policy requires that every AI-based feature embedded within our products and cloud services has a way for customers to opt-out of using the feature, either through the service user interface (UI) or by submitting a support request.
AI governance at Omnissa
Omnissa has established a cross-functional Omnissa AI Governance team that facilitates our use and development of AI systems in line with Omnissa principles, policies, and our company values. The key element of our AI governance structure includes operationalizing our ethical principles and applicable legal requirements through risk-based, verifiable, and enforceable controls with the necessary degree of transparency to our customers that are monitored and verified.
Innovating with a responsible and ethical approach is a core component of Omnissa culture and essential for earning and maintaining the trust of our customers. Dedicated teams are working to help mature our existing AI governance framework and help ensure that AI systems are developed, integrated, and deployed in line with emerging AI laws and policies and in a way we and our customers can trust.
To help manage the risks associated with using AI in our products, Omnissa has designed our AI policies based on the NIST AI Risk Management Framework (AI RMF). This framework was designed to improve the ability to incorporate trustworthiness considerations into the design, development, use, and evaluation of AI products, services, and systems.
Omnissa approach to AI model training
Omnissa leverages both proprietary and third-party models to enable its AI capabilities. At present, we utilize only pre-trained foundational large language models (LLMs) provided by third-party vendors. In accordance with our contractual agreements, these vendors are strictly prohibited from using Omnissa Customer Content (that is, content uploaded by a customer or any user into an Omnissa Cloud Service) to train or improve their models. For Omni, Omnissa uses Azure OpenAI LLM in secure enterprise configurations which are designed for data privacy and strict regulatory compliance.
To improve the accuracy and relevance of its AI-powered recommendations, Omnissa may collect and analyze interaction and resolution data generated through customer use of Omnissa AI Features (“Usage Data"), including Omni and Omnissa AI agents. This includes data on how customers are using our products such as steps taken, playbooks executed or created, and the effectiveness of executed actions (e.g., whether the issue was resolved or persisted) when resolving issues through our AI-assisted workflows. The Usage Data referenced here is distinct from Customer Content in that it reflects how problems were approached and resolved by the AI workflows rather than the underlying data collected by customer environments. Omnissa leverages this Usage Data to develop and refine a pattern library in our AI tools, helping provide more accurate and effective guidance for similar issues in the future and other purposes listed in the Omnissa Products & Services Privacy Notice. All data used for this purpose is de-identified and aggregated, where appropriate, in a manner designed to protect the privacy and confidentiality of individual customers.
For further information on our AI feature terms (including intellectual property ownership and other legal terms), see the Omnissa Cloud Services Guide.
Where we embed AI in our products and solutions: AI features
The following Omnissa offerings incorporate machine-learning and GenAI-enabled features: Omnissa Intelligence Experience Management - Insights and Guided Root Cause Analysis (gRCA) and Omni (our AI assistant) with Data Analysis and Knowledge Search tools.
Workspace ONE® Experience Management
Workspace ONE Experience Management, also called Digital Employee Experience (DEX), helps organizations gain insights into the employee experiences with their digital workspace. Experience Management provides insights into apps, operating system stability, and performance. It also displays analytics for key performance indicators that impact employee experiences such as start time, shutdown time, logon, and logout events.
Insights
Insights detect anomalies in your Experience Management environment. They are a machine-learning based feature that alerts you to interesting or potentially problematic data point changes without you having to constantly monitor your dashboards. For more information on Insights, see Omnissa Docs.
Guided RCA
Investigations let you track, collaborate, and perform guided root cause analysis within your Experience Management solution. gRCA in Omnissa Intelligence assists you with debugging various widespread issues such as application crashes, OS crash issues, and slow boot events. For more information on how to use this feature, see Omnissa Docs.
Where your data is processed and stored: Workspace ONE Experience Management
For the machine-learning enabled features within Workspace ONE Experience Management – Insights and gRCA – data is processed and stored in the same region as your Omnissa Intelligence instance.
Table: Processing and storage of AI features in Experience Management
| Experience Management: Insights and gRCA | |
|---|---|
| Data collected | Uses the same data collected by Omnissa Intelligence – these features just analyze the data already available within Omnissa Intelligence. See Omnissa Workspace ONE Disclosure for details on what data is collected by Omnissa Intelligence. |
| Data processing location | Experience management is built into Omnissa Intelligence; data is processed in your instance of Omnissa Intelligence. |
| Data storage location | Data is stored in your Omnissa Intelligence instance. Storage and processing locations for Omnissa Intelligence are detailed in the Platform Services Sub-Processor List available in the Omnissa Legal Center. |
| Data retention period | Same as Omnissa Intelligence. |
Omni
Omni is an AI chat assistant available within all Omnissa consoles. This assistant provides natural language support for data analysis and in-product help across Omnissa platform and product consoles.
Data Analysis
Our Data Analysis tool helps you analyze the vast range of metrics available in Omnissa Intelligence using natural language queries instead of building or finding a widget one at a time. While Omni provides you with answers within your conversation, using either the Omni chat assistant or the data explorer in Omnissa Intelligence, you can refine your queries for a more targeted analysis.
Example: Data search result
Data Analytics leverages a large language model (LLM) to interpret the user's natural language input and generate a corresponding query. This query is then executed by Omnissa Intelligence, leveraging the existing Role Based Access Control (RBAC) and security capabilities of Omnissa Intelligence. Custom roles enable the creation of roles that can access Omni (or a subset of Omni) without access to other features of Omnissa products, so that broader stakeholders (for example, Management, Security, Finance, Procurement, and Legal) can answer queries on the deployment, and potentially view dashboards, without the risk and distraction of broader capabilities.
Knowledge Search
Because Omni can access Omnissa documentation, you can use its Knowledge Search knowledge search capabilities to get help and tips directly in the Omnissa consoles.
Example: Knowledge Search result
Using the Knowledge Search tool, which is present across the UEM, Horizon, Intelligence, and Omnissa Connect consoles, you can ask any question related to the documentation and search any Omnissa product documentation, knowledgebase articles, Tech Zone, and other technical resources directly in the interface. The response provides a summary and the option to take you straight to the documentation – no more wasting time searching for answers.
Where your data is processed and stored: Omni
Omni collects and stores user prompts, LLM responses, and customer feedback. Omni also stores audit logs detailing what prompts each user submits; these logs may include user ID. When Omnissa uses these logs or other stored customer feedback to improve our services, any customer-uploaded personally identifiable information (PII) is aggregated and de-identified in region.
Note: Omni uses Azure OpenAI LLM to process user prompts and responses.
Table: Processing and storage of data within Omni assistant
| Omni | |
|---|---|
| Data collected | Prompt, LLM response, and feedback data are stored (encrypted at rest) in Omni. Note that Omnissa uses feedback data to improve the Omni services. Logs |
| Data processing location | Whenever possible, Omnissa processes and stores data within your region. The data flow may be different depending on your assigned customer location, what console you are using to access Omni and the type of query you are making (Data Analysis vs. Knowledge Search). Also see the sub-processor listing available in the Omnissa Legal Center for details. |
| Data storage location | Omni (hosted in AWS) is available in nine (9) regions worldwide. The location used to store your data is determined by your assigned customer location. Also see the sub-processor listing available in the Omnissa Legal Center and our data flow diagrams for details. |
| Data retention period | 90 days |
Where your data is processed and stored: Data Analysis
The Data Analysis tool simply converts your natural language prompt into a language that the Omnissa Intelligence service can read to generate an output in an easy-to-understand format. Your natural language prompt and response is what is processed by the Azure OpenAI service which is secured with enterprise configuration and configured not to train on customer data.
Table: Processing and storage of data for Data Analysis AI tool
| Data Analysis (available to customers with an Omnissa Intelligence subscription) | |
|---|---|
| Data collected | Customer prompt, LLM response, and customer feedback data for Data Analysis queries are stored in the Omni service (encrypted at rest using AES-256). Note that Omnissa uses feedback data to improve Omni services. Logs (stored in the Omni assistant service) |
| Data processing location | Whenever possible, Omnissa processes and stores data within your region; however, data may be processed outside of your region based on your assigned customer location. See the list of Azure OpenAI data zones below: - US customers: US Data Zone - EU customers: EU Data Zone - Other: Global Also see the sub-processor listing available in the Omnissa Legal Center and our data flow diagrams for details. All traffic is encrypted in transit over the public internet using strong encryption. |
| Data storage location | Stored in Omni. See data storage location for Omni data. |
| Data retention period | Stored in Omni. See data retention for Omni data. |
Where your data is processed and stored: Knowledge Search
The Knowledge Search tool is available from all Omnissa consoles, including Omnissa Connect, Workspace ONE UEM, Omnissa Intelligence and Horizon Cloud.
Table: Processing and storage of data for Knowledge Search AI tool
| Knowledge Search (available to all Omnissa customers) | |
|---|---|
| Data collected | Customer prompt, LLM responses, and customer feedback data are collected and processed by the Knowledge Search service; however, they are not stored by the Knowledge Search service. This data is stored in the Omni assistant service database. Note that Omnissa uses feedback data to improve Omni services. All data is stored encrypted at rest (AES-256). |
| Data processing location | Whenever possible, Omnissa processes and stores data within your region; however, data may be processed outside of your region based on your assigned customer location. See the list of Knowledge Search hosting locations and Azure OpenAI data zones below: Knowledge Search is hosted in three (3) service locations worldwide (hosted in Microsoft Azure): - US: for customers located in US and Canada - Ireland: for customers located in EU and UK - Japan: for customers located in Australia, Japan, India, Singapore Azure OpenAI data zones: - US: US Data Zone - EU: EU Data Zone - Other: Global Also see the sub-processor listing available in the Omnissa Legal Center and our data flow diagrams for details. All traffic is encrypted in transit over the public internet using strong encryption. |
| Data storage location | Stored in Omni. See data storage location for Omni data. |
| Data retention period | Stored in Omni. See data retention for Omni data. |
AI tool controls: Disabling AI features
Insights and gRCA
These features are required by Workspace ONE Experience Management. Customers can request that these features be disabled by submitting a support request.
Omni, Data Analysis, and Knowledge Search
To enable Omni, you must create and assign a role in Omnissa Connect. You also have the flexibility to opt in to individual AI tools within this role. For example, if you want your administrators to be able to use Knowledge Search but not Data Analysis, simply uncheck the box for that feature.
User feedback
Many of our AI tools include a way to provide user feedback. For example, using the feedback panel included in Omni, you can give the experience a thumbs up or down and provide additional feedback using the free text field. Omnissa will then use the feedback, and associated activity, to improve the Omni services.
Example: User Feedback panel
Where we embed AI in our products and solutions: AI integrations
The following Omnissa offerings incorporate third-party AI integrations: Workspace ONE Boxer for Android with Gemini Nano, Workspace ONE Boxer, Workspace ONE Content, and Workspace ONE Web for iOS with Apple Intelligence, and Omnissa Mobile Threat Defense with Lookout SAIL assistant. The applicable third party terms will govern the use of any integrated AI tool or service.
Workspace ONE Boxer for Android with Gemini Nano integration
Workspace ONE Boxer for Android with Gemini Nano integration enables end-users to leverage AI for email summarization, providing accurate, real-time summaries of both individual emails and complex threads.
The Workspace ONE Boxer AI summary feature is built using the Google Machine Learning (ML) Kit APIs. Processing the input data (for example, email) takes place on the device, and ML Kit does not send that data or the resultant outputs to Google or Omnissa servers. The ML Kit APIs may contact Google servers occasionally to receive bug fixes, updated models and hardware accelerator compatibility information. Google receives data regarding the utilization and performance of the ML Kit APIs integrated into the Workspace ONE Boxer application. Google uses these metrics to measure performance, debug, maintain and improve the APIs, and detect misuse or abuse, as further described in their Privacy Policy.
Where your data is processed and stored: Workspace ONE Boxer for Android with Gemini Nano
Processing of the input data (for example, email) takes place completely on the device, and ML Kit does not send that data or the resultant outputs to Google or Omnissa servers. For further information, see the Google Privacy Policy.
The activation of this integration will require enablement by your organization’s IT administrator. Availability and functionality may vary based on device management policies.
See the Omnissa Product Guide for usage and age restrictions and other disclaimers.
Workspace ONE Boxer for iOS with Apple Intelligence integration
Workspace ONE Boxer’s integration for iOS with Apple Intelligence brings powerful on-device AI for email summarization.
Apple Intelligence identifies only the essential data needed to complete the request and sends it to the generative model without granting access or storing any information. It prioritizes on-device processing to keep data local and secure whenever possible. For tasks requiring greater computational power, Apple Intelligence leverages Private Cloud Compute, transmitting only the relevant data to Apple servers for processing. This data is used solely to fulfill the request and is never stored or accessed by Apple. Once the task is complete, results are securely returned to the device. To maintain privacy, Apple only gathers minimal request data, such as file sizes, features utilized, and completion duration. The data Apple sends to its cloud is anonymized and processed on secure servers. Learn more about Apple Private Cloud Compute here.
The activation of this integration will require enablement by your organization’s IT administrator. Availability and functionality may vary based on device management policies. See the Omnissa Product Guide for usage and age restrictions and other disclaimers.
Where your data is processed and stored: Workspace ONE Boxer for iOS with Apple Intelligence
As described above, Apple Intelligence prioritizes on-device processing to keep data local and secure whenever possible. For tasks requiring greater computational power, Apple Intelligence leverages Private Cloud Compute, transmitting only the relevant data to Apple servers for processing. This data is used solely to fulfill the request and is never stored or accessed by Apple. Once the task is complete, results are securely returned to the device. No data is sent to Omnissa servers.
Workspace ONE Content for Android with Gemini Nano integration
Workspace ONE Content for Android with Gemini Nano integration enables end-users to leverage AI for document page summarization, providing accurate, real-time summaries of single document page.
The Workspace ONE Content AI summary feature is built using the Google Machine Learning (ML) Kit APIs. Processing the input data (for example, document page) takes place on the device, and ML Kit does not send that data or the resultant outputs to Google or Omnissa servers. The ML Kit APIs may contact Google servers occasionally to receive bug fixes, updated models and hardware accelerator compatibility information. Google receives data regarding the utilization and performance of the ML Kit APIs integrated into the Workspace ONE Content application. Google uses these metrics to measure performance, debug, maintain and improve the APIs, and detect misuse or abuse, as further described in their Privacy Policy.
Where your data is processed and stored: Workspace ONE Content for Android with Gemini Nano integration
Processing of the input data (for example, document) takes place completely on the device, and ML Kit does not send that data or the resultant outputs to Google or Omnissa servers. For further information, see the Google Privacy Policy.
The activation of this integration will require enablement by your organization’s IT administrator. Availability and functionality may vary based on device management policies.
See the Omnissa Product Guide for usage and age restrictions and other disclaimers.
Workspace ONE Content with iOS Apple Intelligence integration
Workspace ONE Content’s integration for iOS with Apple Intelligence enables end-users to leverage AI for document summarization, providing accurate, real-time summary of document contents.
Apple Intelligence identifies only the essential data needed to complete the request and sends it to the generative model without granting access or storing any information. It prioritizes on-device processing to keep data local and secure whenever possible. For tasks requiring greater computational power, Apple Intelligence leverages Private Cloud Compute, transmitting only the relevant data to Apple servers for processing. This data is used solely to fulfill the request and is never stored or accessed by Apple. Once the task is complete, results are securely returned to the device. To maintain privacy, Apple only gathers minimal request data, such as file sizes, features utilized, and completion duration.
The activation of this integration will require enablement by your organization’s IT administrator. Availability and functionality may vary based on device management policies. See the Omnissa Product Guide for usage and age restrictions and other disclaimers.
Where your data is processed and stored: Workspace ONE Content for iOS with Apple Intelligence
Apple Intelligence prioritizes on-device processing to keep data local and secure whenever possible. For tasks requiring greater computational power, Apple Intelligence leverages Private Cloud Compute, transmitting only the relevant data to Apple servers for processing. This data is used solely to fulfill the request and is never stored or accessed by Apple. Once the task is complete, results are securely returned to the device. No data is sent to Omnissa servers.
Workspace ONE Web for Android with Gemini Nano integration
Workspace ONE Web for Android with Gemini Nano integration enables end-users to leverage AI for Web page summarization, providing accurate, real-time summaries of single web page.
The Workspace ONE Web AI summary feature is built using the Google Machine Learning (ML) Kit APIs. Processing the input data (for example, Web page) takes place on the device, and ML Kit does not send that data or the resultant outputs to Google or Omnissa servers. The ML Kit APIs may contact Google servers occasionally to receive bug fixes, updated models and hardware accelerator compatibility information. Google receives data regarding the utilization and performance of the ML Kit APIs integrated into the Workspace ONE Web application. Google uses these metrics to measure performance, debug, maintain and improve the APIs, and detect misuse or abuse, as further described in their Privacy Policy.
Where your data is processed and stored: Workspace ONE Web for Android with Gemini Nano integration
Processing of the input data (for example, web page) takes place completely on the device, and ML Kit does not send that data or the resultant outputs to Google or Omnissa servers. For further information, see the Google Privacy Policy.
The activation of this integration will require enablement by your organization’s IT administrator. Availability and functionality may vary based on device management policies.
See the Omnissa Product Guide for usage and age restrictions and other disclaimers.
Workspace ONE Web for iOS with Apple Intelligence integration
Workspace ONE Web’s integration for iOS with Apple Intelligence enables end-users to leverage AI for page summarization, providing accurate, real-time summary of the web page content.
Apple Intelligence identifies only the essential data needed to complete the request and sends it to the generative model without granting access or storing any information. It prioritizes on-device processing to keep data local and secure whenever possible. For tasks requiring greater computational power, Apple Intelligence leverages Private Cloud Compute, transmitting only the relevant data to Apple servers for processing. This data is used solely to fulfill the request and is never stored or accessed by Apple. Once the task is complete, results are securely returned to the device. To maintain privacy, Apple only gathers minimal request data, such as file sizes, features utilized, and completion duration.
The activation of this integration will require enablement by your organization’s IT administrator. Availability and functionality may vary based on device management policies. See the Omnissa Product Guide for usage and age restrictions and other disclaimers.
Where your data is processed and stored: Workspace ONE Web with iOS Apple Intelligence integration
Apple Intelligence prioritizes on-device processing to keep data local and secure whenever possible. For tasks requiring greater computational power, Apple Intelligence leverages Private Cloud Compute, transmitting only the relevant data to Apple servers for processing. This data is used solely to fulfill the request and is never stored or accessed by Apple. Once the task is complete, results are securely returned to the device. No data is sent to Omnissa servers.
Omnissa Mobile Threat Defense – Lookout SAIL AI Assistant
For customers using Omnissa Mobile Threat Defense with Lookout, there is a gen AI-enabled feature within the Lookout platform – Lookout SAIL AI Assistant. The Lookout SAIL AI Assistant is developed and managed by Lookout. For more information on how Lookout manages your data, see their privacy disclosure.
Lookout SAIL uses gen AI to enable you to interact with the Lookout platform instead of having to learn from a user manual or guide. It does not process Customer Content. Fully integrated within Lookout’s user experience, Lookout SAIL enhances workflows and helps you interact with systems quickly – taking you directly to the relevant part of the Lookout console.
For more information on the Lookout SAIL AI Assistant, see this blog on Lookout’s website.
How we use AI: nutrition labels
To help with understanding how we use your data, Omnissa has developed a series of AI nutrition labels outlining the most important information for each AI feature we develop or make available.
These labels can be found on Omnissa Docs:
- Insights
- Guided Root Cause Analysis
- Omni
- Gemini Nano integration with Workspace ONE Boxer for Android
- Apple Intelligence integration with Workspace ONE Boxer for iOS
- Gemini Nano integration with Workspace ONE Content for Android (coming soon)
- Apple Intelligence integration with Workspace ONE Content for iOS (coming soon)
- Gemini Nano integration with Workspace ONE Web for Android (coming soon)
- Apple Intelligence integration with Workspace ONE Web for iOS (coming soon)
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Change log
The following updates were made to this guide:
| Date | Description of Changes |
|---|---|
| June 30, 2026 |
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| March 5, 2026 | Reorganized and renamed document to better match the content |
| February 25, 2026 |
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| January 8, 2026 |
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| September 10, 2025 |
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| August 18, 2025 | Content published on Omnissa Docs |
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