Data Processing & Customer Data Use

1. Overview

This page describes how Qorva AI processes customer data submitted through the Service, including call transcripts, audio recordings, agent information, and analysis outputs. This document supplements our Privacy Policy.

2. Data You Submit

When you use Qorva AI, you may submit the following categories of data:

• Call Transcripts: Text-based records of customer-agent interactions.
• Audio Recordings: Uploaded call recordings in supported formats (mp3, wav, mp4, webm).
• Agent Information: Agent names and identifiers used to associate analyses with specific team members.
• Rubric Configurations: Scoring categories, definitions, failure triggers, and coaching guidance you create.

3. How We Process Submitted Data

Submitted transcripts and recordings are processed by our AI analysis engine to generate QA scores, category breakdowns, failure reasons, coaching reports, and root-cause intelligence. Audio recordings are transcribed before analysis. Processed results are stored in your account and associated with the submitting user's email address.

We do not use your submitted transcripts or recordings to train AI models for use outside of your account without your explicit written consent.

4. Data Isolation

Your data is logically isolated from other customers' data. Analysis results, rubrics, and user records are scoped to your organization's account. We do not share your data with other customers.

5. Sub-Processors

We may use sub-processors (third-party service providers) to assist in delivering the Service, including cloud infrastructure providers and AI model providers. All sub-processors are contractually required to maintain appropriate data protection standards.

6. Data Subject Rights

If your submitted data contains personal information about third parties (e.g., customers or agents), you are the data controller for that information and are responsible for responding to data subject rights requests. We will assist you in responding to such requests to the extent technically feasible.

7. Data Deletion

You may request deletion of your account data at any time. Upon verified deletion request, we will delete your account data within 30 days, subject to legal retention requirements. Anonymized, aggregated data that cannot be linked back to you may be retained for service improvement purposes.

8. Contact

For data processing inquiries, data subject rights requests, or data deletion requests, please visit our Contact Us page and select Privacy / Data Request from the category dropdown.