Information on data processing

Telephone assistant with artificial intelligence

When you call us, a digital assistant, an AI system, answers the call. We point this out at the start of every call. The assistant takes down your request, answers common questions from approved information, arranges a callback or connects you to a member of staff. Your call is not recorded: your speech is converted to text live so that the assistant can understand and respond to you. After the call, only a short case record remains for follow-up.

What data we process

• Your phone number, if your phone transmits it. We match it against our contacts to recognize you and forward you to your contact person. We greet you by name only if we have specifically enabled this for your contact. If you withhold your number, we do not process it.
• Your speech during the call: it is converted to text live and not stored.
• The case record: time, duration, language, a short summary of your request, category, urgency and, if applicable, your callback request with availability, your phone number and, if you are a customer, a reference to your contact.
• Missed calls: if you hang up before your request has been handled, we keep the time, duration and your phone number so that we can call you back.
• Block list: we can block numbers from which unwanted advertising or sales calls originate. Blocked callers hear a short announcement and their call is not forwarded.

Purposes and legal bases

• Taking down and handling your request, callback: Art. 6(1)(b) GDPR where a contract or an inquiry about one is concerned, otherwise Art. 6(1)(f) (our interest in answering inquiries).
• Recognizing you by your phone number, greeting you personally and forwarding you: Art. 6(1)(f) GDPR (fast, personal service for customers), for existing customers additionally Art. 6(1)(b).
• Putting expected callbacks straight through, calling back missed calls, blocking advertising calls (block list): Art. 6(1)(f) GDPR.

We do not make automated decisions that produce legal effects concerning you or similarly significantly affect you (Art. 22 GDPR). Whether a call is forwarded follows fixed rules (urgency, business hours, arrangements with you).

Recipients

Your details are seen by our staff insofar as they handle the case or take the call. If we forward you, your contact person sees the number of our line, not yours. Our telephone provider peoplefone provides the line and processes connection data as an independent controller under telecommunications law. Speech recognition, language model and speech output run on our own servers; we do not share any data with third parties for this. No data is transferred to third countries.

Retention

• Speech and text during the call: only for the duration of the call
• Case record with summary and callback request: at most 30 days, 7 days after completion
• Missed calls: 7 days
• Expected callbacks: at most 14 days, 7 days after completion
• Contacts (customers): until the end of the customer relationship
• Block list: 180 days after the entry or the last call

Objection

Where we process data on the basis of Art. 6(1)(f) GDPR, you may object at any time (Art. 21 GDPR). Following your objection, we no longer greet you personally or delete your contact, and we remove expected callbacks and missed call entries. To object, contact ihre@nuetzliche.it. You can also withhold your phone number; we will then not recognize you.