Privacy Policy

‍1. Introduction

1.1 This Privacy Policy explains how AI Answering (“AI Answering,” “we,” “us,” “our”) collects, uses, and shares information in connection with the AI Answering platform and the website at aianswering.ai (the “Service”).

1.2 AI Answering is a cloud-based AI call center platform that handles inbound and outbound calls, appointment scheduling, intake, and follow-up on behalf of business customers, including law firms, healthcare practices, home service businesses, and real estate teams.

2. Scope and Our Role

2.1 This Policy applies to website visitors, to customers who subscribe to the Service and their authorized users, and to callers who call, are called by, or otherwise communicate through a customer’s deployment of the Service.

2.2 Our role differs by context:

• For Customer account data, including billing information, user accounts, and website usage, AI Answering is the controller.

• For call data processed on behalf of a customer, including caller information, call recordings, transcripts, intake responses, and appointment details, AI Answering acts as a service provider or processor to the customer, who is the controller. The customer determines the purposes of processing through its configuration, scripts, and intake flows.

• For healthcare customers with a Business Associate Agreement (BAA), AI Answering acts as a Business Associate under HIPAA.

2.3 Callers with questions about data collected during a call should contact the business they called. AI Answering will forward applicable requests to the relevant customer.

3. Information We Collect

3.1 Information You Provide Directly

When you create an account, request a demo, subscribe, or contact us, we collect information such as business name, industry, and role; first and last name; business email and phone number; billing information processed through our payment provider; and information you submit in contact forms, support requests, or onboarding questionnaires.

3.2 Call Data Processed on Behalf of Customers

When a caller interacts with the Service through a customer’s configuration, we process audio in the form of call recordings of inbound and outbound calls; text transcripts of calls; AI-generated summaries and metadata such as call outcome, urgency, status, duration, and date and time; caller details such as name, phone number, and other information provided during the call; intake responses collected through the customer’s configured intake flow, which may include case details, appointment needs, insurance details, service requests, and, for healthcare customers with a BAA, protected health information; appointment data, including bookings, reschedules, cancellations, confirmations, and reminders; and SMS and email messages sent through the Platform for confirmations, reminders, and follow-ups.

3.3 Platform Usage and Device Information

When you use the Service or the website, we collect IP address, device identifiers, browser type, and operating system; pages viewed, features used, referring URLs, and timestamps; server log data; and cookie and similar technology data, as described in Section 8.

3.4 Information from Integrations

If you connect third-party tools such as Google Calendar, Outlook Calendar, Calendly, Clio, or Practice Panther, we receive data from those services as needed to provide the integration you enabled, including calendar availability, contact records, and case identifiers.

3.5 Information from Third Parties

We may receive information from identity verification providers, fraud prevention services, analytics providers, and business-data enrichment services.

4. How We Use Information

4.1 We use information to provide, operate, and maintain the Service; handle calls, transcribe audio, generate summaries, schedule appointments, and run outbound campaigns as configured by the customer; authenticate users and manage access controls; process payments and manage subscriptions; send service notifications, account updates, and transactional messages; provide customer support; monitor, troubleshoot, and improve the Platform, including debugging and quality assurance; detect and prevent fraud, abuse, and security incidents; comply with legal obligations and enforce our Terms; and, with your consent, send marketing communications that you can opt out of at any time.

4.2 AI Model Training

AI Answering does not use Customer Data or Caller content to train third-party foundation AI models. We may use de-identified or aggregated data to monitor, troubleshoot, and improve the Service. For HIPAA-covered customers, the use of protected health information is governed by the applicable Business Associate Agreement.

5. How AI Processing Works

5.1 The Service uses AI to conduct conversations, classify caller intent, collect intake data, transcribe audio, generate summaries, and route calls. AI components are delivered through third-party AI service providers. Data processed through these providers is handled under contract consistent with this Policy and, where applicable, a BAA. AI output may contain errors or inaccuracies. Customers are responsible for reviewing AI-generated content before acting on it.

6. How We Share Information

6.1 With Customers

Call data processed on behalf of a customer is made available to that customer through the Platform dashboard, in accordance with role-based permissions the customer configures.

6.2 With Integrations You Enable

If you connect a third-party tool, including Google Calendar, Outlook Calendar, Calendly, Clio, Practice Panther, or similar services, data flows between AI Answering and that tool as configured. Those tools are governed by their own privacy practices.

6.3 For Legal and Safety Reasons

We may share information to comply with legal process, enforce our Terms, protect rights and safety, or investigate fraud or abuse.

6.4 In Business Transfers

If AI Answering is involved in a merger, acquisition, financing, or sale of assets, information may be transferred as part of the transaction, subject to this Policy.

6.5 With Your Consent

We share information for other purposes with your consent.

6.6 We do not sell personal information. 

SMS opt-in data and consent records are not shared with third parties for marketing purposes, consistent with industry rules.

7. Data Security

7.1 AI Answering maintains administrative, technical, and physical safeguards designed to protect information, including:

• SOC 2 Type II certification covering our controls for security, availability, and confidentiality.

• HIPAA-aligned controls, with a Business Associate Agreement (BAA) available to eligible healthcare customers.

• Encryption of data in transit and at rest.

• Role-based access controls within the customer dashboard, including built-in Owner, Manager, and Supervisor roles and custom roles.

• Controlled user provisioning through an invitation flow initiated by administrators.

• Audit logging and monitoring.

7.2 No security program is perfect, and we cannot guarantee absolute security. Customers are responsible for configuring their users, permissions, and access settings appropriately.

8. Cookies and Similar Technologies

8.1 We and our analytics providers use cookies, pixels, and similar technologies on the aianswering.ai website to remember preferences, measure traffic, and improve the site. You can manage cookies through your browser. Some site functionality may not work without cookies.

8.2 For Google Analytics opt-out, visit https://tools.google.com/dlpage/gaoptout.

8.3 Where required by law, we provide cookie consent controls and additional disclosures to visitors in applicable jurisdictions.

9. Data Retention

9.1 We retain information for as long as necessary to provide the Service, comply with legal obligations, resolve disputes, and enforce our agreements.

9.2 Customers may have additional retention configurations through the dashboard. Where such settings exist, the customer’s configuration controls. Upon termination, data is handled as described in the Terms of Service. After the applicable retention period, we delete or anonymize the information.

10. International Users and Data Transfers

10.1 The Service is hosted in the United States. If you access the Service from outside the United States, your information will be transferred to and processed in the United States, which may have different data protection rules than your home country.

10.2 Where required by law, we use appropriate safeguards including standard contractual clauses or other approved mechanisms.

11. Your Rights

11.1 Depending on where you live, you may have the right to access the personal information we hold about you; correct inaccurate information; request deletion; restrict or object to processing; request data portability; opt out of marketing communications at any time; and withdraw consent where we rely on consent.

11.2 To exercise these rights, contact us at info@aianswering.ai. We will respond within the timeframes required by applicable law.

11.3 If a business called you using AI Answering and you have questions about your data, contact the business directly. AI Answering processes caller data on the business’s behalf and will forward applicable requests to the relevant customer.

12. Children’s Privacy

12.1 The Service is a business-to-business platform and is not intended for children under 18. We do not knowingly collect personal information from children. If you believe a child has provided information to us, contact us and we will delete it.

13. Text Messaging and Calls to You

13.1 If you provide us your phone number, you may receive transactional messages, including service notifications, security alerts, and billing updates, which cannot be opted out of. You may opt out of marketing SMS by replying STOP and marketing email by using the unsubscribe link. Standard message and data rates may apply.

13.2 Calls and messages placed to callers through a customer’s use of the Service are initiated and configured by the customer, who is responsible for consent, frequency, and compliance with the TCPA and related laws.

14. Third-Party Links and Services

14.1 Our website may link to third-party sites, and our Service integrates with third-party tools. We are not responsible for the privacy practices of those third parties. Review their policies directly.

15. Changes to This Policy

15.1 We may update this Policy from time to time. Material changes take effect on the date posted. The “Last revised” date at the top reflects the current version. Continued use of the Service after changes take effect means you accept the updated Policy.

16. Contact Us

AI Answering

21731 Ventura Blvd., Suite 100

Woodland Hills, CA 91364

Privacy inquiries: info@aianswering.ai

General support: info@aianswering.ai