Privacy Policy

Welcome to Zoice! Zoice.AI ("Zoice," "we," "us," or "our") is a conversational AI platform designed to empower businesses with intelligent voice agents, real-time assistance, and conversation intelligence. We are committed to protecting the privacy and security of the data we collect, process, and store on behalf of our users and their customers.

This Privacy Policy explains how we collect, use, disclose, and protect information when you use our platform, services, and website (collectively, the "Services"). By accessing or using our Services, you agree to the terms of this Privacy Policy. If you do not agree with our policies and practices, please do not use our Services.

1. Information We Collect

We collect various types of information to provide and improve our Services, which can be broadly categorized as:

A. Information You Provide Directly to Us:

• Account and Registration Data: When you create an account, we collect information such as your name, email address, company name, phone number, and billing information.
• Contact Information: If you contact us for support, inquiries, or feedback, we collect the content of your communications and any contact information you provide.
• Marketing Preferences: Information you provide regarding your communication preferences.

B. Information We Collect Automatically When You Use Our Services (Platform Data):

When you use the Zoice platform to create and deploy AI Voice Agents, we process data that is generated through those interactions. This "Platform Data" includes:

• Voice Data (Call Recordings): Audio recordings of conversations between your AI Voice Agents or human agents (when using real-time assist) and your customers.
• Text Transcripts: Textual representations derived from the voice data using our Speech-to-Text (STT) technology.
• Conversation Metadata: Information about the calls, such as call duration, timestamps, call direction (inbound/outbound), participants (e.g., agent ID, customer number), and potentially outcomes or classifications (e.g., sales call, support query).
• Interaction Data: Data about how your customers interact with the AI Voice Agent or how your agents use the real-time assist features, including intents detected, entities extracted, sentiment analysis results, and other AI-driven insights generated by the platform.
• Usage Data: Information about how you and your authorized users interact with the Zoice platform itself, such as features used, time spent on the platform, and configuration settings.
• Technical Data: IP addresses, browser type, operating system, device information, and other diagnostic data.

C. Information from Third-Party Sources:

We may receive information from third-party services that you integrate with Zoice, such as:

• Telephony Providers: (e.g., Plivo, Exotel) – Call routing information, call status, and other data necessary for call processing.
• CRM or Business Software: If you integrate Zoice with your CRM, we may receive customer IDs or other relevant data to enhance conversation context.
• Authentication Providers: If you use third-party login services, we may receive basic profile information.

2. How We Use Your Information

We use the information we collect for the following purposes:

• To Provide and Maintain Services: To operate, deliver, and maintain the functionality of the Zoice platform, including enabling AI Voice Agent functionality, real-time assist, conversation intelligence, and integrations.
• For Service Improvement and Development: To analyze usage patterns, improve the accuracy of our AI models (STT, TTS, LLM, STS), enhance features, and develop new products and services. For example, anonymized and aggregated conversation data may be used to train and refine our AI.
• Customer Support: To respond to your inquiries, provide technical support, and resolve issues.
• Billing and Account Management: To process payments, manage your account, and send service-related notifications.
• Communication: To send you updates, security alerts, product news, and marketing communications, based on your preferences.
• Security and Fraud Prevention: To detect, prevent, and address technical issues, security incidents, and fraudulent activities.
• Compliance with Legal Obligations: To comply with applicable laws, regulations, legal processes, and government requests.
• Research and Analytics: To perform research and analysis to understand market trends, user behavior, and to improve our offerings.

3. How We Share and Disclose Information

We do not sell your personal data. We may share and disclose information in the following circumstances:

• With Your Consent: We may share information when you give us explicit permission to do so.
• Service Providers: We engage trusted third-party service providers who assist us in operating our business and providing the Services (e.g., cloud hosting, payment processing, data analytics). These providers are contractually obligated to protect your information and use it only for the purposes for which we disclose it to them.
• Integrated Third-Party Services: If you integrate Zoice with third-party services (e.g., CRM, telephony providers), data may be shared with those services as per your integration configuration. Your use of such third-party services is governed by their respective terms and privacy policies.
• Legal Requirements: We may disclose information if required to do so by law or in response to valid requests by public authorities (e.g., a court order or government agency request).
• Business Transfers: In connection with a merger, acquisition, asset sale, or other business transaction, your information may be transferred as part of that transaction. We will notify you via email and/or a prominent notice on our website of any change in ownership or uses of your personal information, as well as any choices you may have regarding your personal information.
• Protection of Rights: To protect the rights, property, or safety of Zoice, our users, or others, or to enforce our terms of service.
• Aggregated or Anonymized Data: We may share aggregated or anonymized data that cannot reasonably be used to identify you or your customers. For example, we may share trends in AI model performance or industry benchmarks.

4. Data Security

We implement robust technical and organizational security measures designed to protect your information from unauthorized access, alteration, disclosure, or destruction. These measures include:

• Encryption: Data encryption in transit and at rest.
• Access Controls: Strict access controls and authentication mechanisms.
• Regular Security Audits: Periodic security assessments and vulnerability testing.
• Compliance: Adherence to industry standards and certifications (e.g., GDPR, HIPAA compliance, ISO certification, as stated on our website).

While we strive to protect your personal information, no method of transmission over the Internet or method of electronic storage is 100% secure. Therefore, we cannot guarantee its absolute security.

5. Data Retention

We retain your personal information and Platform Data for as long as your account is active or as needed to provide you with the Services, comply with our legal obligations, resolve disputes, and enforce our agreements. You may have controls within the platform to manage retention settings for specific types of Platform Data (e.g., call recordings, transcripts).

6. Your Rights and Choices

Depending on your location and applicable data protection laws, you may have the following rights regarding your personal information:

• Access: The right to request access to the personal data we hold about you.
• Rectification: The right to request correction of inaccurate or incomplete personal data.
• Erasure (Right to be Forgotten): The right to request deletion of your personal data under certain conditions.
• Restriction of Processing: The right to request that we restrict the processing of your personal data under certain conditions.
• Data Portability: The right to receive your personal data in a structured, commonly used, and machine-readable format.
• Objection to Processing: The right to object to the processing of your personal data under certain conditions.
• Withdraw Consent: Where we rely on your consent to process your personal data, you have the right to withdraw that consent at any time.

To exercise these rights, please contact us using the information provided in Section 9. We will respond to your request in accordance with applicable law.

7. Children's Privacy

Our Services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children under 18. If we become aware that we have inadvertently collected personal information from a child under 18, we will take steps to delete such information from our records.

8. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We will notify you of any material changes by posting the new Privacy Policy on this page and updating the "Last Updated" date. We encourage you to review this Privacy Policy periodically.

9. Contact Us

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

Zucol Services Private Limited
1516, 18th Floor, AIPL Business Club
Sector 62, Gurgaon, Haryana - 122102

Email: info@zucol.ai
Phone: +91 7731934344