Privacy Policy

1. Introduction

Total View AI ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered call quality assurance platform.

By using Total View AI, you agree to the collection and use of information in accordance with this policy.

2. Information We Collect

2.1 Information You Provide

• Account information (name, email address, company name)
• Call recordings and audio files you upload for analysis
• Quality check criteria and scoring configurations
• Campaign and agent information
• Payment and billing information

2.2 Information Collected Automatically

• Usage data and analytics
• Device and browser information
• IP address and location data
• Cookies and similar tracking technologies

3. How We Use Your Information

We use the collected information to:

• Provide and maintain our call quality assurance services
• Process and analyze call recordings using AI technology
• Generate transcriptions, sentiment analysis, and quality scores
• Improve and optimize our AI models and services
• Send you service-related communications
• Provide customer support
• Comply with legal obligations

4. Data Processing and AI

Total View AI uses artificial intelligence to analyze call recordings. This includes:

• Speech-to-Text Transcription: We use AssemblyAI to convert audio to text
• AI Analysis: We use Claude AI (Anthropic) to analyze transcripts and generate quality scores
• Sentiment Analysis: Automated detection of customer and agent sentiment

Your call data is processed securely and is not used to train third-party AI models without your explicit consent.

5. Data Sharing and Disclosure

We may share your information with:

• Service Providers: Third-party vendors who assist in providing our services (e.g., cloud hosting, AI processing)
• Legal Requirements: When required by law or to protect our rights
• Business Transfers: In connection with a merger, acquisition, or sale of assets

We do not sell your personal information to third parties.

6. Data Security

We implement industry-standard security measures to protect your data:

• Encryption in transit (TLS/SSL) and at rest (AES-256)
• Secure cloud infrastructure with SOC 2 compliance
• Regular security audits and penetration testing
• Access controls and authentication mechanisms
• Employee security training and background checks

7. Data Retention

We retain your data for as long as your account is active or as needed to provide services. Call recordings and analysis data are retained according to your subscription plan (7 days to unlimited). You may request deletion of your data at any time, subject to legal retention requirements.

8. Your Rights

Depending on your location, you may have the right to:

• Access and receive a copy of your personal data
• Rectify inaccurate personal data
• Request deletion of your personal data
• Object to or restrict processing of your data
• Data portability
• Withdraw consent at any time

To exercise these rights, please contact us at privacy@totalview.ai

9. GDPR Compliance

For users in the European Economic Area (EEA), we process personal data in compliance with the General Data Protection Regulation (GDPR). We act as a data processor for call recordings and analysis data, while you remain the data controller. We provide Data Processing Agreements (DPAs) upon request.

10. Cookies

We use cookies and similar technologies to enhance your experience, analyze usage, and assist in our marketing efforts. You can control cookie preferences through your browser settings.

11. Children's Privacy

Total View AI is not intended for use by children under 16 years of age. We do not knowingly collect personal information from children.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last updated" date. We encourage you to review this policy periodically.

13. Contact Us

If you have any questions about this Privacy Policy, please contact us: