AI Transparency

1. The AI systems we use

• The virtual phone assistant: answers the calls received on the phone number of the business using the service.
• The virtual chat assistant: answers in the chat window on the website of the business using the service.

It is the same system on two channels. Every business configures its own assistant (opening hours, services, way of answering), but the technology and the disclosure rules are ours and are identical for everyone.

2. What the virtual assistant does

• Answers questions about opening hours, services and other information configured by the business
• Creates, changes and cancels appointments
• Transfers the conversation to a person
• Writes a summary and a transcript of the conversation for the business using the service

3. What it runs on

• Language models, to understand the question and phrase the answer
• Speech synthesis, for the voice of the assistant. The voice is generated artificially, it is not the voice of a real person
• Speech recognition, to turn the caller's voice into text

Conversation processing runs on infrastructure in the European Union, and the data is stored in the European Union (Germany).

The categories of providers that help us operate the service, together with their jurisdictions, are published on the Sub-processors page. The complete list of specific vendors is in the Data Processing Agreement (DPA).

4. How we tell you it is a virtual assistant

• On the phone: at the beginning of every call, the assistant says that it is a virtual assistant powered by artificial intelligence.
• In chat: the chat window permanently carries the label "Virtual assistant powered by artificial intelligence", and the first message of the conversation repeats it in words.
• In exported data: in the data export a business can download from its account, the content produced by the virtual assistant is explicitly marked as generated by artificial intelligence.

The disclosure is part of the service. The business using Linia Directă cannot disable, alter or omit it.

5. What the virtual assistant does not do

• It does not make decisions with legal effects on you, or with a similarly significant effect. Appointments stay under the review of the people in that business.
• It does not operate in medical fields. We turn down accounts from healthcare.
• It does not give medical, legal or financial advice.

Like any system of this kind, the virtual assistant can get things wrong. Important information is worth confirming with a person from the business you called.

6. The right to talk to a person

At any point in the conversation you can ask to be transferred to a human operator. The transfer is mandatory in the service: no virtual assistant can be created without a phone number to transfer to.

7. How long we keep conversations

Transcripts, summaries and chat messages are kept for 12 months from the date of the conversation, then deleted automatically. The deletion runs daily. The same 12 month limit applies to call recordings, once call recording becomes available in the account.

Which personal data we process, on what legal basis and what rights you have over it is described in our Privacy Policy.

8. Contact

For any question about the use of artificial intelligence in Linia Directă, write to us at contact@liniadirecta.ro.

Operator: Digital Leadership SRL, CUI (Tax ID) 38585123, Nr. ONRC J2017006715126, Dezmir, Comuna Apahida, Str. Viorelelor, nr. 17A, jud. Cluj, 407039, Romania.