1. Introduction
Call Stream AI ("we," "us," or "our") respects your privacy and is committed to protecting the personal information you share with us. This Privacy Policy explains how we collect, use, disclose, and safeguard information when you visit our website at callstreamai.com, use our AI-powered hospitality communication platform, or interact with our services (collectively, the "Services").
By using the Services, you consent to the data practices described in this Privacy Policy. If you do not agree with the practices described herein, please do not use the Services.
2. Information We Collect
2.1 Information You Provide
- Account information: Name, email address, phone number, company name, job title, and billing information when you register or subscribe
- Configuration data: AI agent settings, scripts, business hours, routing rules, and brand guidelines you provide to customize the Services
- Support communications: Messages, feedback, and correspondence you send to our support team
- Form submissions: Information submitted through forms on our website, including contact and demo request forms
2.2 Information Collected Through the Platform
- Call recordings and transcripts: Voice recordings and AI-generated transcriptions of calls processed through the platform
- Message content: SMS, webchat, and WhatsApp message content processed through the platform
- Caller/guest data: Phone numbers, names, reservation details, and other information shared by callers during interactions with AI agents
- Interaction analytics: Call duration, sentiment scores, resolution status, and other interaction metrics
2.3 Information Collected Automatically
- Device and browser data: IP address, browser type, operating system, and device identifiers
- Usage data: Pages visited, features used, time spent on pages, and clickstream data
- Cookies and tracking technologies: We use cookies, web beacons, and similar technologies to collect information about your browsing activity
3. How We Use Your Information
We use the information we collect for the following purposes:
| Purpose | Description |
|---|---|
| Service delivery | Operate, maintain, and provide the features and functionality of the Services |
| AI agent operation | Process voice calls, messages, and interactions through our AI platform on your behalf |
| Personalization | Customize and improve AI agent performance, including training models on interaction data |
| Analytics | Generate reports, dashboards, and insights about guest interactions and platform performance |
| Communication | Send service updates, security alerts, billing notices, and support responses |
| Marketing | Send promotional materials, newsletters, and product updates (with your consent where required) |
| Security | Detect, prevent, and respond to fraud, unauthorized access, and other security incidents |
| Legal compliance | Comply with applicable laws, regulations, legal processes, and government requests |
4. How We Share Your Information
We do not sell your personal information. We may share your information in the following circumstances:
- Service providers: With third-party vendors who assist in operating our platform, including cloud hosting providers, telecommunications carriers, AI/ML service providers, and payment processors. These providers are contractually obligated to protect your information.
- Business clients: If you are an end user (guest/caller), your interaction data is shared with the business client whose AI agent you interacted with, as they are the controller of that data.
- Legal requirements: When required by law, regulation, legal process, or governmental request.
- Business transfers: In connection with a merger, acquisition, reorganization, or sale of assets, your information may be transferred as part of the transaction.
- With your consent: In other circumstances where we have obtained your explicit consent.
5. Call Recording and Consent
Our platform may record and transcribe voice communications for quality assurance, analytics, and service delivery purposes. Our business clients are responsible for:
- Providing appropriate notice and obtaining necessary consents from callers regarding call recording
- Complying with all applicable call recording laws, including federal and state-specific two-party consent requirements
- Configuring their AI agents to provide call recording disclosures where required by law
Call Stream AI provides tools and guidance to assist clients with recording compliance, but ultimate responsibility for compliance rests with the business client.
6. Data Retention
We retain your information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. Specific retention periods include:
- Account data: Retained for the duration of your account and up to 12 months after account closure
- Call recordings: Retained according to your configured retention settings, with a default of 90 days unless otherwise specified in your service agreement
- Interaction analytics: Retained in aggregated, de-identified form for up to 24 months for platform improvement purposes
- Website usage data: Retained for up to 13 months
7. Data Security
We implement industry-standard technical and organizational measures to protect your information, including:
- Encryption of data in transit (TLS 1.2+) and at rest (AES-256)
- Access controls and authentication requirements for platform access
- Regular security audits and vulnerability assessments
- Employee security training and background checks
- Incident response and breach notification procedures
While we strive to protect your information, no method of transmission over the internet or electronic storage is 100% secure. We cannot guarantee absolute security.
8. Your Privacy Rights
Depending on your jurisdiction, you may have the following rights regarding your personal information:
- Access: Request a copy of the personal information we hold about you
- Correction: Request correction of inaccurate or incomplete personal information
- Deletion: Request deletion of your personal information, subject to legal retention requirements
- Portability: Request your data in a structured, machine-readable format
- Opt-out: Opt out of marketing communications at any time by clicking "unsubscribe" in any marketing email or contacting us
- Do not sell: We do not sell personal information. If you are a California resident, you may exercise your rights under the CCPA/CPRA.
To exercise any of these rights, please contact us at support@callstreamai.com. We will respond to your request within 30 days.
9. Cookies and Tracking
We use cookies and similar technologies to enhance your experience. You can manage cookie preferences through your browser settings. Types of cookies we use:
- Essential cookies: Required for the website to function properly
- Analytics cookies: Help us understand how visitors interact with our website
- Marketing cookies: Used to deliver relevant advertisements and track campaign performance
10. Third-Party Links
Our Services may contain links to third-party websites or services that are not operated by us. We are not responsible for the privacy practices of these third parties. We encourage you to review the privacy policies of any third-party sites you visit.
11. Children's Privacy
Our Services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If we learn that we have collected personal information from a child under 18, we will take steps to delete that information promptly.
12. International Data Transfers
Your information may be transferred to and processed in countries other than your country of residence. We ensure appropriate safeguards are in place for international data transfers in compliance with applicable data protection laws.
13. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on our website and updating the effective date. Your continued use of the Services after any changes constitutes acceptance of the revised policy.
14. Contact Us
If you have questions or concerns about this Privacy Policy or our data practices, please contact us:
- Email: support@callstreamai.com
- Phone: (239) 396-7862
- Address: Call Stream AI, 24031 S Tamiami Trail Suite #201, Bonita Springs, FL 34134