Data Processing Information

Businesses using Cuvoia remain responsible for the customer information they collect.

When customer interaction data is processed through Cuvoia, businesses remain the data controller for that information.

Cuvoia acts as a data processor where appropriate, processing information only for the purpose of delivering the services requested by the business.

Customer data processed by Cuvoia may include:

• Customer names
• Email addresses
• Customer feedback
• Customer messages
• Order references
• Satisfaction ratings
• Refund outcomes
• Replacement outcomes
• Customer interaction history

The exact information processed depends on the integrations and features used by each business.

Cuvoia processes customer information only to provide the platform's services.

These services include:

• Collecting customer interactions.
• Organising customer feedback.
• Analysing customer experience.
• Identifying recurring issues.
• Generating customer intelligence.
• Producing reports and insights for businesses.

Customer information is never sold.

Cuvoia uses artificial intelligence to assist businesses in understanding customer interactions.

AI may be used to:

• Summarise conversations.
• Identify recurring themes.
• Detect customer sentiment.
• Highlight opportunities for improvement.

AI is used solely to support analysis and does not make business decisions on behalf of customers.

To provide our services, Cuvoia works with trusted third-party providers including infrastructure, authentication, payment and integration services.

These providers only receive the minimum information required to perform their services.

Where appropriate, contractual safeguards are in place to protect customer information.

We implement appropriate technical and organisational measures to help protect customer information against unauthorised access, loss, misuse or disclosure.

Customer information is retained only for as long as necessary to provide the Cuvoia service or to meet applicable legal obligations.

Businesses may request deletion of their account and associated business data by contacting support@cuvoia.com.

Where customer information is processed outside the United Kingdom, Cuvoia will take appropriate safeguards to help ensure information continues to receive an appropriate level of protection in accordance with applicable data protection laws.

If you have any questions regarding how Cuvoia processes customer information, please contact us.