This AI Processing and Call Disclosure Policy ("Policy") describes how DoorCall AI, Inc. ("DoorCall AI," "we," "us," or "our") uses artificial intelligence to answer and process telephone Communications on behalf of its business customers ("Customers"), and describes the rights available to a natural person whose call or message is handled by that system ("Caller," "you," or "your"). This Policy supplements, and should be read together with, the Privacy Policy. Capitalized terms not defined in this Policy have the meanings given in the Privacy Policy.
1. You Are Speaking With an Artificial-Intelligence System
1.1 Nature of the System. When you call a business that uses DoorCall AI, the party that answers is an artificial-intelligence voice system operated by DoorCall AI on that business's behalf, and not a human employee of the business, unless and until your call is transferred to one.
1.2 Disclosure at the Outset of the Call. The system identifies itself as a virtual or artificial-intelligence receptionist at or near the beginning of the Communication, using wording configured by the business. If you ask the system whether it is a human or an artificial-intelligence system at any point in the call, it will truthfully confirm that it is an artificial-intelligence system. DoorCall AI does not permit a business to configure the system to deny its automated nature when directly asked.
1.3 Capabilities. The system is designed to: greet you; ask why you are calling; gather your name, service address, and contact information; ask questions relevant to the nature of your service request; determine whether your address falls within the business's service area; determine the urgency of your request; check the business's actual appointment availability; and, where the business permits, book, reschedule, or cancel an appointment, or otherwise arrange a follow-up.
1.4 Limitations. The system cannot dispatch a technician, guarantee an arrival time, guarantee a repair outcome, confirm insurance coverage, or provide a binding final price unless the business has specifically configured a starting price for the service in question. The system will not claim that a technician has been dispatched unless dispatch has in fact been confirmed within the business's systems.
2. If You Have an Emergency
2.1 Not an Emergency-Response Service. DoorCall AI is a call-answering and appointment-scheduling system. It is not an emergency-response service and does not dispatch police, fire, or emergency medical services.
2.2 What the System Will Do. Where the system detects an indication of immediate danger, including a person trapped or injured, a door that is actively falling or structurally unstable, the presence of fire or fumes, or a vehicle running inside an enclosed garage, the system is designed to instruct you to move to safety and to contact 911 or the applicable emergency number for your location, before continuing with any scheduling function.
2.3 Your Responsibility. If you or another person is in danger, or if you believe an emergency exists, hang up and contact 911 or your local emergency number directly. Do not rely on the system to recognize every emergency, and do not wait for the system's guidance before seeking emergency assistance where danger is apparent.
3. Call Recording
3.1 Determined by the Business. Whether your call is recorded is a setting controlled by the business you called, not by DoorCall AI. Where recording is enabled, the system will state a recording disclosure at or near the beginning of the call, using wording configured by the business.
3.2 Legal Basis for Recording. Laws governing the recording of telephone calls differ by state and country. Certain jurisdictions require the consent of every party to a call before it may be recorded. The business you called is responsible for determining whether recording is lawful in your jurisdiction and for configuring a disclosure adequate to obtain any consent required. If, after hearing the recording disclosure, you do not wish to be recorded, you may say so, and you may decline to continue the call and contact the business through another channel.
3.3 What Happens to a Recording. Where a recording is made, it is stored in the business's workspace within the Services, is encrypted at rest, and is accessible only to authenticated personnel of that business. Recordings are not published or made available at a public web address. Retention and deletion of recordings are described in Section 15 of the Privacy Policy.
3.4 Requesting Deletion. You may ask the business you called to delete a recording of your call. Where DoorCall AI receives such a request directly, it will refer the request to the business and, upon the business's instruction, will delete the recording.
4. Transcripts and Summaries Are Generated by Artificial Intelligence
4.1 Machine-Generated Content. Where a call is transcribed or summarized, that transcript or summary is produced by an automated speech-recognition and natural-language system, without contemporaneous human review. A transcript or summary may contain errors, including misheard names, addresses, telephone numbers, or a mischaracterization of the reason for your call.
4.2 Not a Verbatim Record. A transcript or summary is not represented to be a word-for-word record of the call. Where a recording exists, the recording is the authoritative record of what was said.
4.3 Human Review. Personnel of the business you called routinely review the appointments, summaries, and classifications generated by the system as part of their normal operations. DoorCall AI does not itself review the content of individual calls except as necessary to investigate a specific complaint, to maintain the security of the Services, or to comply with a legal obligation.
5. Automated Decision-Making
5.1 What Is Automated. The system automatically classifies the nature of your service request, assigns an urgency level, checks whether your address is within the business's service area, and determines what appointment times to offer you, without human involvement at the moment those determinations are made.
5.2 No Legal or Similarly Significant Effect. These determinations affect how your call is categorized and scheduled. They do not determine your eligibility for credit, insurance, employment, or any other legal entitlement, and are not used to build a profile of you beyond the scope of the single business relationship in question.
5.3 Requesting Human Review. If you believe the system has misclassified your request, offered an appointment that does not reflect actual availability, or otherwise erred, you may ask the business's personnel to review the matter, or you may contact DoorCall AI at privacy@doorcall.ai, and your request will be referred to the business.
6. How Your Information Is Used
6.1 Purpose. Information you provide during a call, including your name, telephone number, address, and description of your service request, is used to answer your call, schedule an appointment, and notify the business of your request. It is disclosed to the business you called and, where necessary to provide the call-answering, transcription, scheduling, and notification functions of the Services, to the service providers identified in Section 13.2 of the Privacy Policy.
6.2 No Use to Train General AI Models. Your call is not used to train, fine-tune, or otherwise improve a general-purpose artificial-intelligence model for DoorCall AI's benefit or for the benefit of any party other than the business you called.
6.3 No Marketing Use. Information collected from your call is not used to send you marketing communications, and is not sold or shared for cross-context behavioral advertising.
7. Text Messages
Where the business has enabled text-message confirmations and a record of your consent exists, you may receive a transactional text message confirming an appointment, a change to an appointment, or acknowledging a callback request. Each such message identifies the sending business and includes an opt-out instruction. You may opt out at any time by replying STOP, and the opt-out takes effect immediately.
8. Your Rights
8.1 Who to Contact. Because DoorCall AI processes your information on behalf of the business you called, that business is generally the appropriate party to contact to exercise a privacy right, including a right to access, correct, or delete your information. You may also contact DoorCall AI directly at privacy@doorcall.ai, and your request will be referred to the relevant business in accordance with Section 3.3 of the Privacy Policy.
8.2 Available Rights. Depending on your location, you may have the right to know what information has been collected about you, to request its correction or deletion, to object to certain processing, and to lodge a complaint with a data protection authority. These rights, and the process for exercising them, are described in Section 16 of the Privacy Policy.
8.3 No Obligation to Interact with the System. You are not required to speak with the artificial-intelligence system. If you prefer to speak with a person, you may say so, and the system will attempt to transfer you to a person where the business has configured a transfer destination, or will take a message for a callback where it has not.
9. Changes to This Policy
DoorCall AI may amend this Policy from time to time in accordance with Section 20 of the Privacy Policy. The "Last Updated" date at the head of this Policy identifies the date of the most recent revision.
10. Contact
Questions concerning this Policy may be directed to privacy@doorcall.ai.