Data processing details
Last Modified June 25, 2020 / Previous Versions
Dragon Medical One (DMO) Data Processing Details
(a) The Data Exporter is Company or an affiliate of Company, subject to the terms of this Agreement;
(b) The Data Importer is Nuance or Processor, as defined in this Agreement;
(c) The subject matter, nature and purpose of the processing is delivery of Products to Customer in accordance with Nuance’s published product documentation for the product in question, including voice recognition services to translate voice dictation to text for healthcare providers. Dragon Medical One is a cloud-based platform that helps to produce clinical documentation for medical professionals, through voice recognition services to translate voice dictation to text. To fully optimize the voice recognition abilities of these programs, the Distributor instructs Nuance and its Service Providers/sub-processors and affiliated companies to use, compile (including creating statistical and other models), annotate and otherwise analyze the Data to develop, train, tune, enhance, develop and improve the speech recognition, natural language understanding and other components of Nuance’s software and technologies embodied in the Services.
(d) The categories of Data Subjects are (1) patients or clients who receive medical care from the Customer and who are the subject of reports processed by the Products, (2) Customer personnel, including doctors, nurses, administrators, medical personnel and other authorized individuals who use the Products, (3) Employees, agents, and contingent workers of Resellers (who are natural persons), and (4) Employees, agents, or contingent workers of Distributor (who are natural persons).
(e) The types of Personal Data involved are under the control of Customer as Controller, and will depend on the categories of Personal Data Processed by Customer using the Products, but will likely include name, date of birth, medical record number, other identification numbers, age, description of medical treatment and diagnosis, or financial information. Additionally, Personal Data of Customer personnel will also be Processed, including name, contact information and voice recordings. Further, Personal Data of Distributor and Reseller personnel, including name and contact information, will also be Processed in the provision of third level service support and data analytics.
(f) Processing of Personal Data will be conducted in the following locations:
North America: in the US for US Customers and in Canada for Canadian Customers;
EMEA: in Germany for German Customers and in France for all other EMEA Customers;
(g) The duration of the Processing is the duration of the Agreement and any data retention period specified therein or by law (or, if no specific data retention period is specified in the Product Agreement, the data retention period specified by Nuance data retention and destruction policy).
Virtual Assistant, Live Chat, MIX, Conversational AI and Nuance Experience Studio Data Processing Details
(a) The Data Exporter is Company or an affiliate of Company, subject to the terms of this Agreement;
(b) The Data Importer is Nuance or Processor, as defined in this 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 it to a Company's employee, agent, or contingent worker via an HTML-based agent desktop application. 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 in the USA;
For Companies in EMEA in UK, Ireland, France, and The Netherlands;
For Companies in APAC in 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 this Agreement.