Privacy Policy

1. Our Role

JooVoice provides voice functionality to businesses and agent operators. For account registration, billing, website analytics, product communications, and our own business operations, JooCorp Private Limited generally acts as a controller, organization, or business under applicable privacy laws, including Singapore's Personal Data Protection Act 2012 where it applies. For call content, customer-configured agents, customer contacts, and other data we process on behalf of a business customer, JooVoice generally acts as a processor, service provider, contractor, or data intermediary. In that processor role, we process customer data according to our agreement with the customer, including any applicable data processing addendum. Where JooVoice determines its own purposes for support, service-credit decisions, or reliability review, we are responsible for those uses as a controller or organization, subject to applicable law and our customer agreements.

If you are a caller or end user interacting with a business that uses JooVoice, that business is usually responsible for deciding why your information is processed and for providing any required notices or consents.

2. Information We Collect

We may collect the following categories of information:

• Account and contact information: name, business name, email address, phone number, role, login identifiers, billing details, and support communications.
• Voice and communications data: call audio, call recordings, transcripts, summaries, automated outcome assessments (verdicts), review decisions, prompts, AI responses, tool calls, tool outputs, call timing, routing data, call direction, phone numbers, interaction logs, and related session metadata.
• Customer configuration data: requests, instructions, and details you give us for your calls, knowledge sources, workflow settings, integrations, phone numbers, consent settings, and operator actions.
• Usage and device data: IP address, browser type, device identifiers, pages viewed, feature usage, diagnostic logs, approximate location derived from IP address, and similar operational data.
• Cookies and tracking data: session cookies, preference cookies, security cookies, analytics technologies, and, where enabled, advertising or attribution cookies.

On our website, joovoice.com, we use PostHog, Google Analytics, and the X pixel to understand how the site is used, including heatmaps and recordings of how pages are viewed and clicked. Anything you type is hidden from these recordings. Visitors in the EU, the EEA, the UK, and Switzerland are asked before these run. Everyone can change their choice at any time under “Privacy choices” at the bottom of joovoice.com, which is separate from the setting above, and we honour Global Privacy Control signals.

In the app and agent connections, we use PostHog for product usage events, including account setup, connection, payment, and call outcomes. These events use your internal user identifier to connect activity across the service. Attribution includes campaign tags and advertising click identifiers. We do not intentionally include your account email, phone number, name, verification codes, or call content. The analytics setting above applies to these server-side events as well.

We do not seek to collect sensitive personal information unless it is necessary to provide the services, required by law, or expressly configured by a customer. Customers must not send health, payment card, government identifier, child, biometric, or other regulated data to JooVoice unless their agreement with JooVoice permits that use.

3. Call Recordings, Transcripts, and AI Processing

JooVoice may record, transcribe, summarize, analyze, route, and otherwise process calls to provide the services. This processing may include automated speech recognition, text-to-speech, large language models, telephony providers, observability systems, and customer-selected integrations.

Business customers are responsible for obtaining all legally required permissions before using JooVoice to call, record, monitor, transcribe, or analyze communications. This includes call recording consent, AI or automated voice disclosures, telemarketing consent, and industry-specific notices where applicable.

We may analyze customer-provided recipient information, source signals, call metadata, call content, transcripts, prompts, tool outputs, operator actions, and usage patterns to classify calls, detect abuse, enforce policies, apply safety controls, improve reliability, and comply with law.

Automatic redaction. Call recordings go through an automatic privacy process that looks for phone numbers, email addresses, card, account and ID numbers, names, dates of birth, and passwords or codes, and removes what it finds. Other dates and times, such as bookings, are kept, and so is everything else that was said. This process is automatic and may not be 100% accurate: it can miss personal details, and it can remove words that were not personal details. If it cannot finish, the recording is marked “Not redacted” and may include personal details. Redaction reduces the personal information in a recording; it does not guarantee that none remains.

Unless expressly enabled under a separate written agreement, JooVoice does not use call recordings to create biometric voiceprints for identity verification or speaker recognition. If a customer asks us to support a feature that identifies a person by voice, additional consent, notice, retention, and biometric privacy terms may be required.

4. How We Use Information

We use information to:

• provide, operate, secure, monitor, and improve the services;
• process calls, transcripts, summaries, agent actions, and customer workflows;
• authenticate users, administer accounts, provide support, and process billing;
• detect abuse, fraud, security incidents, unlawful robocalling, and policy violations;
• classify recipient type, call purpose, relationship context, consent risk, regulated-use risk, abuse risk, and policy compliance risk;
• apply disclosures, rate limits, source checks, suppression checks, review requirements, call blocking, workflow restrictions, suspension, or other platform controls;
• measure service quality, latency, uptime, model behavior, and product reliability;
• comply with legal obligations, enforce agreements, and protect rights and safety;
• send service notices and, where permitted, marketing communications; and
• assess call outcomes, investigate problems, determine service-credit adjustments, and make calls more reliable, using automated analysis and limited human review; and, where permitted by the separate training setting and applicable law, train and evaluate models using redacted transcripts and related assessments as described in section 5.

5. Call Assessment, Service Review, and Reliability

We assess calls to understand what happened, resolve problems, return credits where appropriate, and make future calls more reliable. Our systems analyse call transcripts, outcomes, summaries, and automated assessments to explain what happened, whether your request was completed, and anything that needs your attention. Authorized staff may review redacted transcripts and related assessments for these purposes. Human review may be prompted by a problem you report, an issue our systems identify, or a limited quality sample.

Routine human review uses only transcripts and related assessments that have been through automatic redaction designed to remove names, phone numbers, email and postal addresses, payment and account details, identifiers, and other personal information. Redaction is automatic and may miss personal or sensitive details. Redacted material may still be personal information. Material whose redaction has not completed is excluded from routine review. This review does not provide routine access to call audio or unredacted call content.

Access is limited to authorized staff who need it for these purposes. Review findings may be used to correct call handling and create de-identified issue patterns or synthetic test cases. We do not attempt to re-identify people from redacted material, and we do not sell recordings or transcripts.

Optional transcript training. Where permitted by applicable law and your transcript-training setting, we may use redacted call transcripts and related summaries and assessments to train and evaluate models used to provide JooVoice. We do not use call audio or recordings to train AI models. Audio training is not authorized by this setting.

Transcript training starts on for personal accounts with a verified United States or Singapore phone number: from sign-up for accounts created under this policy, and for earlier accounts once the account holder has seen our notice of this update in the app. It is off for every other account, including business accounts and accounts without a verified phone number, unless you turn it on. You can turn it on or off at any time in Privacy, and your saved choice always takes precedence over these defaults.

Turning training off prevents further use of your call content in training runs, including content previously collected into reusable training datasets. It does not automatically reverse training already completed; we assess applicable requests concerning trained models under the law. Turning training on does not automatically include earlier calls. Earlier restrictions, private-call exclusions, customer agreements, required redaction, and the rights of other people on the call continue to apply.

Your training choice is separate from the service review described above. Turning it off does not disable call assessment, failure investigation, support, service-credit decisions, or permitted reliability review. Applicable objection and restriction rights still apply.

Legal basis and choices. Where applicable, we rely on performance of our contract for processing objectively necessary to deliver a requested call and resolve a service issue. Broader reliability analysis and quality sampling may rely on our legitimate interests in identifying errors and providing a reliable service, where those interests are not overridden by your rights. Where consent or another legal condition is required, we meet that condition before processing. Necessary service processing does not depend on an optional improvement setting. You may object to processing based on legitimate interests as described in section 9. Customer agreements and applicable law may impose additional limits. Sensitive information requires any additional protection and legal conditions that apply to it.

Earlier calls. These expanded review practices apply only to new calls created after this policy takes effect. Earlier calls, including scheduled calls created earlier, retain their saved restrictions. Removing the previous improvement setting does not grant new permission for those calls. Transcript training is governed separately by the training setting and conditions above.

We use API, account-level, contractual, and technical controls designed to prevent model providers from using Customer Data to train their models where those controls are available. Provider retention and training controls may differ by provider, product, account tier, region, and contract.

6. How We Share Information

We may share information with:

• Service providers and subprocessors that help provide telephony, hosting, storage, transcription, text-to-speech, AI processing, analytics, security, support, billing, and observability. We may publish or provide additional information about current subprocessors where required by law or contract.
• Customer-authorized integrations such as CRMs, calendars, support tools, messaging tools, analytics systems, or other services configured by the customer.
• Customer administrators and operators who are authorized to access their workspace, call records, agent configuration, logs, and reports.
• Legal and safety recipients when we believe disclosure is required by law, necessary to protect rights or safety, or appropriate to investigate fraud, abuse, or security incidents.
• Corporate transaction parties in connection with a merger, financing, acquisition, reorganization, or sale of assets.

7. Retention

We retain information for as long as needed to provide the services, comply with legal obligations, resolve disputes, enforce agreements, maintain security, and support legitimate business purposes. Any retention commitments in a signed customer agreement continue to apply.

Automatic deletion after a fixed period and workspace retention settings are not currently available. You can request deletion using the contact details below. An objection to service-improvement use is separate from a request to delete recordings or transcripts.

When information is no longer needed, we delete it, anonymize it, or aggregate it, unless retention is required for legal, security, backup, fraud prevention, accounting, or dispute purposes. Redacted transcripts, assessments, review records, and training datasets remain subject to these limits; redaction alone does not justify indefinite retention. We may retain genuinely anonymous aggregate statistics and synthetic examples longer when they cannot reasonably identify anyone and contain no linkable identifiers.

8. Security

We use administrative, technical, and organizational safeguards designed to protect information against unauthorized access, loss, misuse, alteration, and disclosure. These safeguards may include access controls, encryption, logging, least-privilege permissions, vendor review, and incident response processes. No method of transmission or storage is completely secure.

Customer administrators and authorized operators can access their own workspace data according to their roles and settings. Authorized staff may access redacted transcripts and related assessments for the purposes in section 5. Access to unredacted content or audio is limited to authorized staff with a specific support, safety, security, or legal need. We prefer redacted material or synthetic reproduction.

We design durable logs so raw phone numbers, prompts, transcripts, and tool outputs are redacted before storage where possible. Product analytics tools should not receive call audio, transcripts, prompts, phone numbers, or other personal call content.

If we become aware of a security incident affecting personal information, we will provide notices required by applicable law and our agreements.

9. Privacy Rights

Depending on your location, you may have rights to access, correct, delete, export, restrict, object to, or opt out of certain processing of your personal information. You may also have rights relating to sale or sharing, targeted advertising, sensitive personal information, automated decision-making, or consent withdrawal. Where applicable, you may also complain to your local data protection authority.

Depending on where you live, you may have the right to object to or restrict how we use your information. To do so, email [email protected].

If you are an end user of a JooVoice customer, we may direct your request to that customer because they control the relevant data. We may need to verify your identity before responding to a request.

If you were on a call made through JooVoice. JooVoice is designed to tell the people it calls, near the start of the call, that it is an AI assistant and that the call is recorded. Our systems assess calls to explain the outcome and anything that needs attention. Authorized staff may review redacted transcripts and related assessments as described in section 5. The person who asked for the call can access its recording, transcript, and summary in their account. If you were on such a call, you can write to [email protected] to ask what we hold about it, to ask us to delete the recording or transcript (subject to any retention the law requires), or to report that it has been shared or used in a way that concerns you. To find the call, we may ask for its date and time and the number that was called. We will respond within the time required by applicable law.

10. California Privacy Notice

For California residents, the categories of personal information we may collect include identifiers, customer records information, commercial information, internet or network activity, audio and electronic information, approximate geolocation, professional or employment-related information, inferences, and sensitive personal information where necessary to provide the services.

We use this information for the business and commercial purposes described in this policy. We do not sell personal information for money. We do not share personal information for cross-context behavioral advertising unless disclosed and controlled as required by law. We do not use sensitive personal information for purposes outside those reasonably necessary to provide and secure the services unless we provide required notice and choice.

California residents may request access, deletion, correction, portability, opt-out of sale or sharing, limitation of sensitive personal information, and non-discrimination for exercising privacy rights.

11. International Transfers

JooVoice is operated from Singapore and may process information in Singapore, the United States, and other countries where we or our service providers operate. Where required, we use appropriate transfer safeguards, such as data processing terms, contractual protections, or other lawful transfer mechanisms.

12. Children

The services are not directed to children under 13, and we do not knowingly collect personal information from children under 13 except as permitted by law and the applicable customer agreement. Customers may not use JooVoice for child-directed services or to collect children's voice data without appropriate legal review and required consent.

13. Changes

We may update this Privacy Policy from time to time. If we make material changes, we will provide notice as required by law or our agreements. The updated policy will be effective when posted unless a later effective date is stated.

14. Contact

Questions or privacy requests may be sent to [email protected] or through the contact method available in your JooVoice account.

JooCorp Private Limited
60 Paya Lebar Road
#06-28 Paya Lebar Square
Singapore 409051