Privacy Policy

Introduction

At Hold Assistant (“we,” “our,” or “us”), we provide voice-based AI agents to assist businesses in the restoration and mitigation space. This Privacy Policy explains how we collect, use, and protect information when you or your customers interact with our AI agents, as well as your rights regarding the data we collect.

Information We Collect

We collect information necessary to process restoration intake and provide support:

Voice Data: Audio recordings of calls and their corresponding text transcripts.

Personal Identifiers: Name, phone number, physical address of the loss, and email address.

Property Information: Details regarding property damage (e.g., water, fire, mold), insurance claim numbers, and urgency levels.

Technical Data: IP addresses, call metadata (duration, timestamps), and device information.

Use of Information

We use the collected data strictly for the following purposes:

Service Delivery: To facilitate restoration intake, schedule inspections, and route information to the appropriate mitigation teams.

AI Improvement: To refine our voice models for better accuracy in restoration-specific terminology (e.g., "psychrometrics," "LGR dehumidifier"), but only with explicit opt-in consent.

Legal Compliance: To maintain records for insurance verification and legal discovery as required by the restoration industry.

AI Data Processing & Training

When you use our voice-over services, we collect the audio recordings and text inputs you provide. We use this data strictly to provide the service and improve the performance of your specific AI agent. We do not sell your voice data to third parties. If you utilize our voice-learning features, your voice data is stored securely and used only for your account’s generated outputs unless you explicitly opt-in to help improve our broader models.

Voice Recording and AI Consent

By using our AI agents, you acknowledge and agree that:

Recording Notice: All calls are recorded and transcribed for quality and service purposes.

AI Identification: We clearly disclose at the start of each call that the user is speaking with an AI assistant.

Explicit Consent: We obtain consent before capturing biometric voice patterns or sensitive property data.

Data Sharing and Third-Party Sub-processors

We do not sell your data. We share information only with:

Restoration Partners: The specific mitigation company you are contacting.

AI Sub-processors: Trusted LLM providers (e.g., OpenAI, Anthropic) used to process text transcripts. These providers are bound by strict Data Processing Agreements (DPA).

Emergency Services: In life-safety situations, data may be shared with emergency responders.

Data Security and Retention

Encryption: All voice data and transcripts are encrypted at rest and in transit.

Retention: We retain call data for the duration of the restoration project plus a standard statutory period for insurance claims (typically 3–7 years), after which it is purged.

Redaction: We utilize automated tools to redact sensitive PII (like credit card numbers) from transcripts whenever possible.

Your Rights (CCPA/GDPR)

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

Access/Delete: Request a copy of your voice recordings or ask for their deletion.

Opt-Out: Opt-out of having your data used for AI model training.

Correction: Fix any inaccuracies in the transcripts of your calls.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Changes will be communicated through the appropriate channels. Your continued use of our services after any changes indicates your acceptance of the new terms.

Contact Us

For questions or to exercise your privacy rights, contact our Data Privacy

Email: [email protected]