Observe.ai services its customers with a Voice AI platform that provides the call center agents with real-time feedback on customer sentiment and guides them on next best action during the customer call.
COLLECTION OF PERSONAL DATA
Information you directly or voluntarily provide us
Observe.AI collects the information that you directly provide us through the following means:
- When you raise your queries/concerns by filling the ‘GET IN TOUCH PAGE’, we will collect your personal data such as your Name, Email Address and other personal data that you may have shared in the Message Text Box.
- When you contact our Sales team through email/calls, we will collect your personal data such as Name, email address, Phone number, location, etc.
- When you apply for job openings posted on Third party job portals, we may collect your Personal details present on your CVs
Information we automatically collect from you
We may automatically collect information about you when you use our site or our services. For example, if you access our site through a computer, we will automatically collect information such as your browser type and version, computer and connection information, IP address and standard web log information.
Information we collect from third party analytics services
Information we collect when customers use our VOICE AI platform
When customers use our platform, we receive call recordings for transcribing and reporting purposes. Call recordings will contain personal details of the end customer (Customer’s customer) and Agents. End customer’s personal information may vary with the nature of the call and Line of Business of the customer (such as Insurance, Fin Tech, etc.) Personal information such as Name and the location of the agent will be captured in the call recordings.
PUPOSE OF DATA COLLECTION
As a Data controller, Observe.ai uses your (customers, prospective customers, employment candidates and website visitors) personal data for the following purposes:
- Understand and analyze how our users use our services and websites to improve our websites and service offerings
- Assess queries, requirements, and process applications for products and services
- Marketing our products and services to our customers and prospective customers
- For the purpose of Recruitment; As a Data Processor, Observe.AI is contractually bound to processes the call recordings containing end customer personal data and agents through the Voice AI platform to generate insights and reports.
As a Data Processor, Observe.AI is contractually bound to processes the call recordings containing end customer personal data and agents through the Voice AI platform to generate insights and reports.
HOW LONG DO WE RETAIN YOUR PERSONAL INFORMATION
We retain your personal information for as long as necessary to provide the services you have requested, or for other essential purposes such as complying with our legal obligations, resolving disputes, and enforcing our policies.
PROTECTION OF PERSONALLY-IDENTIFYING INFORMATION
Observe.AI has implemented reasonable physical, technical and administrative security measures to protect personal information from loss, misuse, alteration or destruction.
Our service providers and agents are contractually bound to maintain the confidentiality of personal information and may not use the information for any unauthorized purpose. Observe.AI will ensure through formally executed contracts that the service providers are committed to “same level of data protection” as applicable data protection laws and regulations.
WHO DO WE SHARE YOUR DATA WITH?
Your personal data is transferred to the following third parties:
Promotional and Marketing agency: We use a third party promotional and marketing agency (Lead Generator) to send promotional emails to our customers and prospective customers.
Speech technology platform: We use a third party speech technology platform ‘DeepGram’ to transcribe all the call recordings for analytics and reporting purpose.
DATA Subject Rights to EU Data Subjects
The European Union’s General Data Protection Regulation and other countries’ privacy laws provide certain rights for data subjects.
Applicability of the various data subject rights and the means to exercise them is given below:
|Category of Data subject right||Applicable to||How to exercise your right|
|Right to access||Customers, Prospective customers and employment candidates||By contacting our Privacy team at
|Right to erase||Customers, Prospective customers and employment candidates||By contacting our Privacy team at
|Right to restrict||Employment candidates||By contacting our Privacy team at
|Right to object Direct marketing||Customers and Prospective customers||By clicking on the unsubscribe button at the bottom of promotional mails|
Our website and our services are not directed to children under the age of 13. Observe.AI does not knowingly collect personally identifiable data from persons under the age of 13 of COPPA (The Children’s Online Privacy Protection Act). If you are a parent of a child under 13, and you believe that your child has provided us with information about him or herself, please contact us at firstname.lastname@example.org
If Z21 Labs, or substantially all of its assets, were acquired, or in the unlikely event that Z21 Labs goes out of business or enters bankruptcy, user information would be one of the assets that is transferred or acquired by a third party. You acknowledge that such transfers may occur, and that any acquirer of Z21 Labs may continue to use your personal information as set forth in this policy.
QUESTIONS, CONCERNS OR COMPLAINTS