Privacy Policy

Expert Level Voice AI
Effective Date: January 2026
Last Updated: January 2026

Introduction

At Expert Level Voice AI, we understand that your data is your business. This Privacy Policy explains how we collect, use, protect, and manage information when you use our voice AI platform and services. We're committed to transparency, security, and giving you control over your data.

This policy applies to all customers using Expert Level Voice AI services, including our Front Desk, Revenue Intake, and Autonomous Operations packages.

1. Information We Collect

1.1 Call Data

When you use Expert Level Voice AI, we collect and process call data to deliver our service:

• Call recordings and transcripts: Audio files and text transcriptions of calls handled by our Voice AI system
• Call metadata: Date, time, duration, caller information (phone number), and call outcomes
• Customer information: Names, phone numbers, email addresses, and other details shared during calls
• Call flow data: Information about how calls are routed, transferred, or resolved

1.2 Account Information

To set up and manage your Expert Level Voice AI account, we collect:

• Business information: Company name, industry, location, and business type
• Contact information: Name, email address, phone number, and mailing address
• Account credentials: Username, password (encrypted), and authentication details
• Billing information: Payment method, billing address, and transaction history
• Preferences: System settings, call handling preferences, and notification preferences

1.3 Usage Data

We collect information about how you interact with our platform:

• System logs: Login times, feature usage, API calls, and system performance data
• Analytics: Pages visited, features used, time spent in dashboard, and interaction patterns
• Device information: IP address, browser type, operating system, and device identifiers
• Communication records: Support tickets, emails, chat transcripts, and feedback you provide

2. How We Use Your Information

2.1 Delivering Our Service

We use your data to process and handle incoming calls with our Voice AI system, generate call transcripts and summaries, route calls to appropriate departments, track call metrics and performance analytics, provide reporting and insights dashboards, and maintain system security.

2.2 Improving Our Service

We use aggregated and anonymized data to train and improve our Voice AI models (only with your explicit consent), identify system performance issues, develop new capabilities, conduct research on call handling effectiveness, and benchmark performance against industry standards.

2.3 Communication and Support

We use your contact information to send service updates and security notices, respond to support requests, provide billing notifications, send product announcements (with your consent), and conduct customer satisfaction surveys.

2.4 Legal and Compliance

We use your data to comply with legal obligations, enforce our Terms of Service, protect against fraud and security threats, respond to lawful government requests, and maintain records for audit and compliance purposes.

3. Data Protection and Security

3.1 Encryption and Security Standards

Your data is protected through multiple layers of security including end-to-end encryption (TLS 1.2+, AES-256), SOC 2 Type II certification, logical data isolation from other customers, strict role-based access controls, and regular security audits and penetration testing.

3.2 Data Retention

We retain your data only as long as necessary. Call recordings are retained for 90 days by default (configurable), call transcripts indefinitely (you can request deletion), account information for 30 days after termination, billing records for 7 years, and system logs for 90 days. You can request deletion at any time, subject to legal retention requirements.

3.3 Zero Data Sharing Policy

We do not sell, rent, or share your data with third parties. Your call data and customer information are never sold to marketers, used to train AI models for other customers (unless you opt in), shared with competitors, or used for purposes outside your explicit authorization.

The only exceptions are: service providers under strict data processing agreements, legal requirements (court orders, government requests), and your explicit authorization for third-party integrations.

4. Your Rights and Control

4.1 Data Access and Portability

You have the right to access a complete copy of all data we hold about you, export your data in standard formats, and receive your data in a portable format to transfer to another service.

4.2 Data Correction and Deletion

You have the right to correct inaccurate data, delete your data (subject to legal retention requirements), and request removal from our systems (except where legally required to retain).

4.3 Opt-Out and Preferences

You can opt out of marketing communications, disable analytics, control whether your data is used for AI training, and manage third-party integrations.

4.4 Exercising Your Rights

To exercise any of these rights, contact us at [email protected] with your account email, company name, and a clear description of your request. We will respond within 30 days (or as required by applicable law).

5. Compliance with Regulations

5.1 GDPR (European Union)

If you're located in the EU or process data of EU residents, we comply with the General Data Protection Regulation (GDPR), have a Data Processing Agreement available for all customers, respect your rights to access, correction, deletion, and portability, conduct Data Protection Impact Assessments for high-risk processing, and have appointed a Data Protection Officer.

5.2 CCPA (California)

If you're a California resident or process data of California residents, we comply with the California Consumer Privacy Act (CCPA), respect your right to know, delete, and opt-out of data sales (we don't sell data), allow you to designate an authorized agent, and will not discriminate against you for exercising your rights.

5.3 Other Regulations

We comply with applicable data protection laws in Canada (PIPEDA), UK (Data Protection Act 2018 and UK GDPR), Australia (Privacy Act 1988), and industry-specific regulations where applicable.

6. Contact Us

If you have questions about this Privacy Policy or our data practices:

Last Updated: January 2026
Version: 1.0