Privacy Policy for ProAI

1. Who We Are

ProAI is operated by ProGineer Technologies.

For most customer call interactions, ProGineer Technologies acts as a service provider or processor on behalf of the business that uses ProAI. The business client decides what information should be collected from callers and how that information should be used.

For ProAI account, billing, technical, and administrative data, ProGineer Technologies may act as the data controller.

2. Information We Collect

The information collected through ProAI depends on the settings and requirements of each business using the platform. In most cases, ProAI may collect:

1. Caller name.
2. Phone number.
3. Reason for the call.
4. Call recordings.
5. WhatsApp messages, including message content, sender WhatsApp number, message timestamps, and delivery status.
6. Call logs, including date, time, duration, call status, and call outcome.
7. Conversation summaries or notes, where enabled.
8. Business related data entered by the client, such as branch details, services, working hours, appointment rules, and escalation contacts.
9. Technical information needed to operate the service, such as system logs, error logs, usage records, and security logs.

3. Call Recording and AI Disclosure

Calls handled by ProAI may be recorded for quality assurance, service improvement, dispute handling, training review, and business follow up.

Callers should be informed that they are speaking with an AI powered voice agent or that the call may be handled by AI. Callers should also be informed that the call may be recorded, where required by applicable law or business policy.

Business clients are responsible for ensuring that their call scripts and customer notices comply with the laws of the countries where they operate.

3b. WhatsApp Messaging

Where a business client enables the WhatsApp channel, ProAI sends and receives messages through the WhatsApp Business Platform operated by Meta Platforms. Message content and metadata are processed to understand the request, respond to the customer, and create records for the business client.

Proactive WhatsApp messages, such as appointment reminders or feedback requests, are sent only where the customer has opted in and using message templates approved for the business client.

Customers can ask to stop receiving WhatsApp messages at any time by replying to the conversation or contacting the business directly. Use of WhatsApp is also subject to Meta’s own terms and privacy practices.

4. How We Use Personal Data

We use personal data to:

1. Operate and deliver the ProAI service.
2. Answer customer calls and WhatsApp messages on behalf of business clients.
3. Collect call reasons and caller details requested by the business client.
4. Create call records, summaries, and logs.
5. Route calls, requests, or follow ups to the correct business team.
6. Improve service reliability, security, and performance.
7. Detect technical issues, misuse, fraud, or unauthorized access.
8. Support customer service, troubleshooting, and client reporting.
9. Comply with legal, regulatory, or contractual obligations.

We do not sell personal data.

5. Legal Basis for Processing

Depending on the country and the specific use case, we may process personal data based on one or more of the following:

1. The caller’s consent.
2. The need to provide the requested service.
3. The legitimate business interest of the business client.
4. Compliance with legal or regulatory obligations.
5. The performance of a contract with a business client.

Where consent is required, the business client should make sure that proper consent is obtained before collecting or recording personal data.

6. Sharing Personal Data

We may share personal data with trusted service providers only when needed to operate ProAI. These may include:

1. Hosting providers.
2. Our third party LLM and TTS providers.
3. Twilio, for telephony and communication services.
4. Meta Platforms, for the WhatsApp Business Platform used to send and receive WhatsApp messages.
5. Technical service providers used for infrastructure, storage, monitoring, security, or support.
6. The business client that uses ProAI to handle its customer calls.
7. Legal, regulatory, or government authorities, if required by law.

These providers are only allowed to process personal data for the purposes required to provide the service, unless otherwise permitted by law.

7. Business Client Responsibility

Because ProAI is used by different businesses, each business client is responsible for:

1. Deciding what information ProAI should collect from callers.
2. Making sure callers are properly informed about AI handling and call recording.
3. Ensuring the collected data is relevant and not excessive.
4. Responding to customer privacy requests where the business is the data controller.
5. Making sure its use of ProAI complies with applicable privacy, telecom, consumer protection, and call recording laws.

ProGineer Technologies provides the platform and technical processing support, but the business client remains responsible for its own customer relationship and legal notices.

8. Data Retention

We keep personal data only for as long as needed for the purposes described in this Privacy Policy, unless a longer retention period is required by law, contract, dispute handling, accounting, security, or regulatory obligations.

Retention periods may vary depending on the business client’s settings. For example, a business may choose to keep call recordings and logs for a limited period for quality assurance or customer follow up.

When data is no longer needed, we delete it, anonymize it, or securely restrict access to it.

9. Data Security

We use reasonable technical and organizational measures to protect personal data against unauthorized access, loss, misuse, alteration, or disclosure.

These measures may include access controls, authentication, encryption where appropriate, secure hosting, logging, monitoring, and internal access limitations.

No system is completely secure. Business clients should also protect their own accounts, passwords, devices, integrations, and user access permissions.

10. International Data Transfers

ProAI may use service providers or infrastructure located in different countries. This means personal data may be processed or stored outside the country where the caller or business client is located.

Where required, we use reasonable safeguards for cross border processing, such as contractual protections, access controls, and security measures.

Business clients operating in the GCC should confirm whether any specific data localization, telecom, health, financial, or sector specific rules apply to their use case.

11. User Rights

Depending on applicable law, individuals may have the right to:

1. Request access to their personal data.
2. Request correction of inaccurate or incomplete data.
3. Request deletion of personal data.
4. Object to or restrict certain processing.
5. Withdraw consent, where processing is based on consent.
6. Request information about how their data is used and shared.
7. File a complaint with the relevant data protection authority.

Because ProAI often processes data on behalf of a business client, privacy requests related to a specific call or customer interaction may need to be handled by the business that received or initiated the call.

12. Children’s Privacy

ProAI is intended for business use and is not designed to knowingly collect personal data from children. Business clients should not configure ProAI to collect data from children unless they have the proper legal basis and parental or guardian consent where required.

13. AI Generated Responses

ProAI uses AI powered systems to respond to callers, collect information, summarize calls, and support business workflows.

AI responses may not always be perfect. Business clients should review and approve their scripts, knowledge base, escalation rules, and sensitive responses before using ProAI with real customers.

ProAI should not be used as a replacement for professional legal, medical, financial, or emergency advice.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we make changes, we will update the “Last Updated” date above.

Material changes may be communicated through the ProAI app, website, email, or other appropriate channels.

15. Contact Us

For privacy questions, requests, or complaints, contact:

If your request relates to a specific business that uses ProAI, we may direct you to that business so they can handle the request as the data controller.