Data processing details
Last Modified February 2, 2020 / Previous Versions
Virtual Assistant, Live Chat, MIX and Nuance Experience Studio Data Processing Details
(a) The Data Exporter is Company or an affiliate of Company, subject to the terms of the Agreement.
(b) The Data Importer is Nuance or Processor, as defined in this Data Processing Agreement.
(c) The categories of Data Subjects are:
Employees, agents, or contingent workers of Company (who are natural persons)
Natural persons authorized by Company to use the Services (for example customers and prospective customers of Company).
(d) The nature and purpose of the processing is to facilitate chat conversations between Company’s customers/prospects and Company’s Employees, agents, or contingent workers and to operate, maintain, tune, enhance, improve, and provide technical support for the Services. These conversations can include general Company information or requests and transactions specific to an individual Data Subject. This conversation could also include dialog with a virtual assistant.
(e) The subject matter of the processing is the chat conversations related to a specific request by the Data Subject, to answer a question or make updates to the Company services provided to the Data Subject.
(f) The types of Personal Data involve information necessary to enable communications between Customer and Data Subject and provided by the Data Subject in order to gain the information or update Company services, including but not limited to:
Device/Client Identifier – Identifier that enables communication between Company and user, such as a socket id or IP Address.
Chat Message Content – Transcript of the chat message between Company and user, including personal information normally exchanged during a customer service conversation such as name, address, or email address.
Meta Data – Specific personal information requested by the Data Subject or the Company necessary to fulfill the customer service request, such as customer id, verification information such as mother’s maiden name, data of birth, or social security number, credit card number, or information related to Data Subject’s account with Company.
(g) The processing will comprise of collecting data from Company’s web site, mobile app, or via a messaging channel (such as SMS), sending to an employee, agent, or contingent worker for Company via an HTML agent desktop. This data will be retained in a hosted database (with the exception of data that is masked according to predefined forms, automatic pattern matching, or manual overrides) and made available to authorized users of Nuance data APIs or reporting web tools.
(h) Processing of Personal Data will be conducted in the following locations:
For Companies in North America hosted in the US states of Washington, Massachusetts, California, and Virginia.
For Companies in EMEA hosted in Cardiff UK, London UK, Dublin Ireland, Paris France, and Amsterdam The Netherlands.
For Companies in APAC in New South Wales Australia and Victoria Australia.
(i) The duration of the processing will be for 18 months for hosted services, reporting and analytics, and 3 years to maintain, tune, enhance, improve and provide technical support or the duration specified in documented instructions by the Data Controller, but in no event longer than 90 days following the duration of the agreement.
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