Privacy Policy

1. Introduction

Welcome to Zinc ("Zinc", or the "Service"), an all-in-one AI customer engagement platform. We provide omnichannel support solutions, including AI voice agents, website chat widgets, and email automation, designed to streamline your customer interactions.

This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our Service. By accessing or using Zinc, you agree to the collection and use of information in accordance with this policy.

2. Information We Collect

We collect information to provide, maintain, and improve our Service.

A. Account Information

When you sign up, we collect information necessary to create and manage your account, such as your name, email address, and payment details.

B. Interaction Data

Zinc is a communication platform; therefore, we process data generated during interactions between you and your customers. This includes:

• Chat Transcripts: Text messages exchanged via our website widgets.
• Voice Data: Audio recordings and transcripts of phone calls handled by our AI Voice Agents.
• Email Content: Email bodies and metadata processed for automated drafting and replies.
• Contact Details: Names, phone numbers, and email addresses of your customers ("End Users") provided during these interactions.

C. Calendar and Integration Data

To enable features like booking calendar slots, we collect availability data and event details from integrated calendar services (e.g., Google Calendar, Outlook) that you connect to the platform.

D. Usage Data

We collect information on how the Service is accessed and used, including your IP address, browser type, device information, and interaction logs with the AI agents.

3. How We Use Your Information

We use the information we collect for various purposes:

A. To Provide the Service

• AI Processing: We use conversation data (text, voice, and email) to generate contextual responses, answer questions, and draft replies using artificial intelligence.
• Functionality: To facilitate call transfers, book appointments, and route interactions across channels.
• Notifications: To send instant notifications to team members via the companion app for human intervention requests.

B. To Improve the Service

We may use aggregated and anonymized data to improve the accuracy of our AI models and the overall performance of the platform.

C. To Communicate With You

We use your contact information to send you technical notices, support messages, and updates regarding security or service changes.

4. AI Processing and Human Intervention

A. AI-First Environment

By default, interactions are handled by our AI systems. This involves processing queries against your specific configuration and knowledge bases to provide answers and perform actions (like booking slots).

B. Human-in-the-Loop

You have the ability to enable human takeover features. When active:

• Your team members can access transcripts and customer details to provide support.
• The AI may proactively request human intervention, triggering notifications to your team.

C. Third-Party AI Services

We utilize reputable third-party AI providers to process data and generate responses. We aim to ensure these providers have strict data privacy standards and do not use your specific data to train their general public models.

5. Data Sharing and Disclosure

We do not sell your personal information. We may share information with:

• Service Providers: Third parties that assist us in operating the platform (e.g., cloud hosting, payment gateways, telephony providers, and email delivery services).
• Legal Requirements: We may disclose information if required by law or in response to valid requests by public authorities.

6. Data Security

We implement appropriate technical and organizational measures to protect your data, including encryption in transit and at rest. However, no method of transmission over the Internet is completely secure, and we cannot guarantee absolute security.

7. Data Retention

We retain your Account Information for as long as your account is active. Interaction Data (chats, calls, emails) is retained as necessary to provide the Service and support to you, or as configured within your account settings. Upon account termination, data will be deleted or anonymized subject to legal requirements.

8. Age Restriction

The Service is not intended for users under the age of 18. We do not knowingly collect personal information from children or teenagers under the age of 18. If we become aware that we have collected personal information from a user under the age of 18, we will take steps to delete that information immediately.

9. Your Responsibilities

As a user of Zinc, you are the "Controller" of the data regarding your own customers. You are responsible for:

• Obtaining necessary consent from your customers to have their calls recorded, emails analyzed, and chats processed by AI.
• Ensuring that the content you upload to the knowledge base does not violate privacy laws.

10. Changes to This Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last Updated" date. You are advised to review this Privacy Policy periodically.

11. Contact Us

If you have any questions about this Privacy Policy, please contact us: [email protected]