Privacy Notice for AI-Powered Telephone Support

Use of an AI-Powered Voice Assistant to Handle Incoming Calls

Service Provider

  • To process telephone enquiries automatically, we use AI-powered telephone assistant software provided by the following company: Adam GmbH, Natruper Straße 14, 49076 Osnabrück, Germany.

Data Processing

  • Exclusively on the basis of your explicit consent pursuant to Art. 6(1)(a) GDPR, which is requested at the very beginning of the call, the software processes the content of conversations on our behalf through recording, transcription and/or documentation in order to identify, forward or respond to your enquiry. This involves the use of automatic speech recognition (speech-to-text), semantic analysis (natural language processing) and, where applicable, speech synthesis (text-to-speech).
  • Technical connection information (date, time and call duration) may also be processed. However, this information does not directly identify individuals.

AI Software

  • The following service provider is used for technical implementation. The processed content is transferred to this provider on the basis of your consent pursuant to Art. 6(1)(a) GDPR for the purposes of hosting, speech recognition and semantic analysis:
    • OpenAI Ireland Limited, 1st Floor, The Liffey Trust Centre, 117–126 Sheriff Street Upper, Dublin 1, D01 YC43, Ireland.
  • For data transfers to the United States, the service provider has joined the EU-US Data Privacy Framework, which ensures compliance with European data protection standards on the basis of an adequacy decision by the European Commission.

User Profiles

  • To improve speech processing, pseudonymised caller profiles may be created for training purposes. Pseudonymisation generally prevents individuals from being directly identified.
  • Data is stored only for as long as necessary for the purposes stated above. The data is then automatically deleted or, where user profiles are created, pseudonymised.

Data Processing Agreement

  • We have concluded a data processing agreement with the provider to protect callers’ data and prohibit its disclosure to unauthorised third parties.

Data Subject Rights

  • Under applicable data protection law, you have the following rights in relation to our processing of your personal data (rights of access and intervention). The conditions for exercising these rights are governed by the respective legal provisions cited below:
    • Right of access pursuant to Art. 15 GDPR;
    • Right to rectification pursuant to Art. 16 GDPR;
    • Right to erasure pursuant to Art. 17 GDPR;
    • Right to restriction of processing pursuant to Art. 18 GDPR;
    • Right to notification pursuant to Art. 19 GDPR;
    • Right to data portability pursuant to Art. 20 GDPR;
    • Right to withdraw consent pursuant to Art. 7(3) GDPR;
    • Right to lodge a complaint with a supervisory authority pursuant to Art. 77 GDPR.