LISA Call Assistant
This privacy policy explains how your dealership processes your personal data (hereinafter "data") when you speak on the phone with LISA, the dealership's AI assistant. For all other data protection questions concerning your dealership, the dealership's own privacy policy applies, which you can find on its website.
Controller
The controller is the dealership you called that uses LISA (hereinafter "dealership"). You can find the dealership's name, address and contact details in the legal notice and privacy policy on its website.
For what purposes do we use your data?
Your data is used in the course of your conversation with the AI assistant LISA. This covers several use cases:
Booking appointments
You can book appointments at the dealership with LISA. During the conversation you can ask the AI assistant for available appointments and book them.
Providing information
You can ask LISA about models or prices available at the dealership, or about other information contained in the dealership's knowledge base.
Updating information
At your request, LISA can also update your customer data.
Data analysis and quality assurance
We analyse the inputs and responses of LISA to improve our AI assistant. In addition, the dealership's staff have access to the transcripts of conversations with LISA. The data is used for customer follow-ups and for quality assurance.
What data do we process and where is it stored?
We process the following data:
- Name
- Phone number
- Information exchanged with the AI assistant (e.g. appointment requests, questions about cars, questions about terms and conditions)
The data is stored in the dealership's customer database (CRM). Details on data protection in the customer database, and all further information, can be found in the dealership's general privacy policy.
On what legal basis do we process your data?
LISA processes your data on the basis of your consent (Art. 6(1)(a) GDPR). You give your consent by pressing key 1 once at the start of the call; this grants consent for your phone number. You can withdraw your consent at any time. Mobile phone users also receive instructions for withdrawing consent by text message. You can also send your withdrawal to: privacy@aicompany.at
We also process data on the basis of our legitimate interest (Art. 6(1)(f) GDPR) when we use it for internal quality assurance, which helps us improve the service for all customers.
Who receives your data?
Recipient:
VAIC FlexKapG („VAIC“)
Argentinierstraße 23/15
1040 Vienna, Austria
Description:
VAIC provides the AI assistant LISA to the dealership.
VAIC is the dealership's processor and itself uses sub-processors. The dealership has concluded a data processing agreement with VAIC, and VAIC has in turn concluded sub-processing agreements with its sub-processors.
Is your data transferred to third countries?
Some sub-processors are based outside the European Union. Personal data may therefore be transferred to recipients in third countries (outside the EU/EEA). Where there is no adequacy decision of the EU Commission for the respective third country (including the Data Privacy Framework), our processor ensures an adequate level of data protection by concluding EU Standard Contractual Clauses. If you have questions about this or need a copy of the documents, please contact us.
How long is the data stored?
LISA processes your data during the phone call. LISA itself does not store it any further. However, data may be stored in the dealership's CRM system as described above.
What happens if you do not give your consent?
LISA is an AI assistant that is used when the dealership receives many calls or outside business hours. It is an additional service for customers. If you do not give or withdraw your consent, you cannot use LISA. This has no effect on your status as a customer, on your terms or on any other dealings with the dealership.
Does LISA involve automated decision-making or profiling?
No. LISA does not involve automated decision-making or profiling.
What are your rights?
To show you all your options regarding the collection and use of your information and personal data, we would like to point out the rights you have in this context.
Right of access
You can request information about how, by whom, for what purposes and under what conditions your data is collected and used.
Right to rectification
We naturally do not want to pass on incorrect or outdated information, for example to prevent misunderstandings or damage. You can therefore update or correct the information we have collected about you at any time.
Right to restriction of processing
You can also ask us to restrict the use of your data. This means that your data is still stored but may only be used under limited conditions (e.g. to assert legal claims).
Right to object
Where we collect and use your information on the basis of legitimate interests, you have the right to object to its use.
Right to erasure
We delete your data as soon as it is no longer required for the purposes stated here and no retention obligations apply. If you believe there is no legal basis for further storage, you can exercise your right to have your data erased.
Right to data portability
You have the right to data portability for all data you have provided to us. This means we will provide this data to you in a structured, commonly used and machine-readable format.
Consent and withdrawal of consent
If you have given us consent to process your personal data, you can withdraw it at any time. The withdrawal applies to the future; the lawfulness of processing up to the time of withdrawal remains unaffected.
Complaint to the data protection authority
If you believe that we have not respected your rights to the extent required by law, you have the right to lodge a complaint with the competent data protection authority. In Austria, this is the Datenschutzbehörde (Austrian Data Protection Authority).