Notice for people who call

A machine answered

At the start the assistant told you it is an automated or virtual assistant. The exact words vary by business: the standard sentence is «Hi, I'm the automated assistant for {Business Name}: I'm not a person, but I'll take your details and have the owner call you back.», and a business may use its own greeting, as long as it says an automated or virtual assistant is answering.

What you say becomes text, so the business knows what you need without asking you everything again. Your voice itself is not recorded.

It is a program, and the announcement is written into the code: the business you called cannot switch it off.

What is written down

• The text of everything that was said, sentence by sentence, and an automatic summary.
• Your name, your phone number, the address and town where the work is needed, and your email if you leave one.
• The problem you described, how urgent it is, the appointment and the notes on the job.

Your phone number is what identifies you: if you call again, the assistant finds your record. It is all there to get someone to call you back who already knows what you need.

The audio is not recorded. The call goes from Telnyx, the phone carrier, to OpenAI, which provides the assistant: your voice is listened to live to answer you and transcribe, and it is kept neither by us nor by Telnyx. OpenAI does not use this data to train its models and may keep it for up to 30 days to check for abuse.

Who answers for your data

Your data is the responsibility of the business you called, not ours. They chose to have an automated assistant answer and they are the data controller. Idra supplies the service and handles that data on their behalf, following their instructions.

So the shortest route is to write or phone the business you called. If you do not have their details, or they do not reply, write to us and we will pass the request on: Idra is Francesco Vitale, Via della Repubblica 51, 95040 Ramacca (CT), Italy — info@ciaoidra.com.

How we work on behalf of businesses is set out in the privacy policy and in the data processing agreement.

How long it is kept

There are no audio recordings. The text of the conversation, sentence by sentence, and the summary are kept for 12 months. Data with no content — day, time, length, how it ended — is kept for 24 months. The customer record, with jobs and appointments, stays until the business deletes it, and in any case no longer than 24 months after the last contact.

If the business closes its Idra account, everything is deleted 30 days later.

What you can ask for

• A copy of what is written about you.
• Correction of something wrong: the name, the address, the number.
• Deletion of all of it.
• To object to the processing, or to freeze it while someone checks.

An email or a phone call to the business is enough, or an email to us: no form and no reason needed. It helps to say the number you called from and roughly which day. Asking costs nothing and the answer must come within one month.

If you think something is wrong

You can complain to the Garante per la protezione dei dati personali, Piazza Venezia 11, 00187 Rome, Italy — garanteprivacy.it. You can also go to a court.

What we do not do

Your voice is never used to identify you: no voiceprint. We do not profile you and we do not score you. No decision about you is taken automatically: the assistant collects the details and hands over to a person. There are two things it does on its own: if it hears a danger, such as a smell of gas or smoke, it tells you straight away how to get safe and which emergency number to call; and it books an appointment, only if the business has switched that on.