Privacy Policy

1. Scope and Application

This Privacy Policy applies to all users of our Service, including organizations that subscribe to our platform ("Customers") and their authorized users. By using our Service, you agree to the collection and use of information in accordance with this Privacy Policy.

This policy covers our processing of personal data we collect through our Service, our website, and in our business operations. It does not apply to third-party websites or services that may be accessed through our Service.

2. Information We Collect

2.1 Information You Provide to Us

• Account registration information (name, email address, phone number, company name)
• Organization and user management data
• Billing and payment information
• Communications with our support team
• Feedback and survey responses
• Configuration and preference settings

2.2 Customer Data

As a data processor acting on your behalf, we process data you and your users provide to the Service ("Customer Data"). You are the data controller for Customer Data. This may include:

• Call recordings and associated metadata from your systems.
• Transcriptions, analyses, scores, and other insights generated by the Service.
• Any personal information contained within call recordings or related data, for which you are solely responsible for ensuring the lawful basis for processing.

2.3 Information Collected Automatically

• Log data (IP address, browser type, pages visited, time spent)
• Device information (operating system, device type, unique identifiers)
• Usage analytics (features used, frequency of use, performance data)
• Cookies and similar tracking technologies

3. How We Use Your Information

3.1 To Provide Our Services

• Process and analyze call recordings using AI technology
• Generate transcriptions, scores, and insights
• Provide analytics dashboards and reporting
• Enable quality assurance and performance management
• Facilitate integrations with your phone systems

3.2 To Improve and Develop Our Service

• Analyze usage patterns to enhance features
• Develop new functionalities and capabilities
• Train and improve our AI models and services. We will only use anonymized and aggregated Customer Data for this purpose, ensuring it cannot be linked back to you, your customers, or any individual.
• Conduct research and analytics

3.3 To Communicate With You

• Send service updates and notifications
• Respond to support requests
• Provide training and onboarding
• Share product announcements (with your consent)

3.4 For Business Operations

• Process payments and manage billing
• Ensure security and prevent fraud
• Comply with legal obligations
• Enforce our terms and policies

4. Legal Basis for Processing

We process personal data based on the following legal grounds:

• Contract Performance: To provide the services you've subscribed to
• Legitimate Interests: To improve our services, ensure security, and operate our business
• Consent: For marketing communications and certain data processing activities
• Legal Compliance: To meet regulatory requirements and respond to legal requests

5. AI Technology and Data Processing

5.1 AI Processing

We use Google Gemini and other AI technologies to provide our core services. This includes:

• Speech-to-text transcription of call recordings
• Natural language processing for call analysis
• Sentiment analysis and emotion detection
• Automated scoring based on your configured criteria
• Pattern recognition and trend identification

5.2 Data Processing Safeguards

• All AI processing occurs within secure environments
• We do not use your Customer Data to train general-purpose, publicly available AI models. We only use anonymized, aggregated data to improve our own specialized Service.
• Processing is limited to your configured parameters
• You maintain control over data retention and deletion

5.3 Human Review

In certain cases, our support team may access data to:

• Provide technical support upon your request
• Investigate security incidents
• Ensure quality of AI processing
• Comply with legal obligations

6. Data Sharing and Disclosure

We do not sell, rent, or trade your personal information. We may share data in the following circumstances:

6.1 Service Providers

We work with trusted third-party providers who assist us in operating our Service:

• Google Cloud Platform (infrastructure and AI services)
• Firebase (authentication services)
• MongoDB Atlas (database hosting)
• Payment processors (Stripe or similar)
• Communication providers (email, SMS)

6.2 Legal Requirements

We may disclose information when required by law, including:

• Response to subpoenas, court orders, or legal process
• Cooperation with law enforcement agencies
• Protection of our rights, property, or safety
• Prevention of fraud or security threats

6.3 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity, subject to the same privacy protections.

6.4 With Your Consent

We may share your information with other parties when you explicitly consent to such sharing.

8. Call Recording Compliance

As a processor of call recordings, we take compliance seriously:

8.1 Your Responsibilities as Data Controller

You are the data controller for the Customer Data you process using our Service. You are solely responsible for:

• Ensuring you have a lawful basis for collecting and processing all Customer Data, including any personal information contained within call recordings.
• Complying with all applicable laws regarding call recording and data privacy, including state, federal, and international regulations (e.g., one-party or two-party consent laws).
• Providing all necessary notices and obtaining all required consents from individuals before their data is processed by our Service.
• Managing and responding to all data subject requests (e.g., for access, deletion, or correction of data).

8.2 Our Support

We assist with compliance by:

• Providing data export capabilities
• Enabling data deletion and retention controls
• Supporting data subject access requests

9. Data Retention

9.1 Retention of Customer Data

We retain Customer Data for as long as you have an active account with us or as needed to provide you with the Service. You have control over your data and can delete it at any time through the Service. Upon account termination, we will delete your Customer Data in accordance with the process outlined in our Terms of Service, unless we are required to retain it to comply with legal obligations.

9.2 Other Data

We retain account information, billing data, and usage logs for as long as necessary for our legitimate business purposes, such as for security, billing, and legal compliance. Anonymized and aggregated data may be retained indefinitely for analytics and service improvement.

10. Your Privacy Rights

Depending on your location, you may have the following rights:

10.1 Access and Portability

• Request a copy of your personal data
• Receive data in a structured, machine-readable format
• Transfer data to another service provider

10.2 Correction and Deletion

• Correct inaccurate or incomplete data
• Request deletion of your personal data
• Restrict processing in certain circumstances

10.3 Consent and Objection

• Withdraw consent for data processing
• Object to certain types of processing
• Opt-out of marketing communications

10.4 How to Exercise Your Rights

To exercise any of these rights, please contact us at privacy@quesee.ai. We will respond to your request within 30 days and may require verification of your identity.

11. International Data Transfers

Your data may be processed in the United States and other countries where our service providers operate. We ensure appropriate safeguards for international transfers:

• Standard Contractual Clauses approved by the European Commission
• Adequacy decisions where applicable
• Binding corporate rules for intra-group transfers
• Your explicit consent when required

12. Cookies and Tracking Technologies

12.1 Types of Cookies We Use

• Essential Cookies: Required for platform functionality
• Analytics Cookies: Help us understand usage patterns
• Preference Cookies: Remember your settings and preferences
• Security Cookies: Detect and prevent fraudulent activity

12.2 Managing Cookies

You can control cookies through your browser settings. Note that disabling certain cookies may limit functionality of our Service.

13. Third-Party Links

Our Service may contain links to third-party websites or services. We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies before providing any personal information.

14. Children's Privacy

Our Service is not intended for individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have collected data from a child, we will take steps to delete such information promptly.

15. California Privacy Rights

California residents have additional rights under the California Consumer Privacy Act (CCPA):

• Right to know what personal information is collected
• Right to know if personal information is sold or disclosed
• Right to opt-out of the sale of personal information (we do not sell data)
• Right to non-discrimination for exercising privacy rights

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for legal reasons. We will notify you of any material changes by:

• Posting the updated policy on our website
• Updating the "Effective Date" at the top
• Sending an email notification for significant changes
• Obtaining consent where required by law

17. Contact Information

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

For the quickest response to privacy-related matters, please email privacy@quesee.ai with the subject line "Privacy Request" and include your organization name.