Overview
Thank you for choosing AIME, the chat-based support solution provided by Seven Senders / claim.me. This disclosure is intended for Seven Senders business customers who integrate AIME into their services and enable communication with their own customers (hereinafter “consumers”).
It outlines the functionality of the chat service, the handling of chat-related data, and your responsibilities under the GDPR and other applicable laws.
Functionality of the Chat Service
AIME enables an efficient and largely automated communication and handling of customer requests. AIME enables automated communication with consumers to support customer service processes, in particular in relation to shipment issues and claims handling.
The chat interaction is designed to collect and structure relevant information provided by consumers. This information may be used by Seven Senders on your behalf to process and resolve customer requests. Relevant chat interactions are shared with you, for example where they relate to specific customer cases or claims.
To support service quality, appropriate measures such as quality checks are implemented, and manual review can be carried out where necessary.
Consumers are informed within the chat that they are interacting with an automated system.
Data Processing and Roles
AIME processes chat content and related data solely on your behalf and AIME acts as a data processor under the GDPR for existing customers. You, as the integrating business customer, act as the data controller and determine the purposes and means of processing.
The processing is primarily carried out with the involvement of Seven Senders (AIME) as a technical service provider. In addition, specialized technology providers are used to support the operation and improvement of the service. These process data exclusively on behalf of and in accordance with the instructions of the Company and are subject to data protection and retention requirements.
Where processing takes place outside the European Union, an adequate level of data protection is ensured through appropriate safeguards, in particular by entering into EU Standard Contractual Clauses.
Legal Responsibilities under Data Protection Law
As the data controller, you are responsible for ensuring that the use of AIME and the processing of personal data complies with applicable data protection laws, including the GDPR.
In particular, you are responsible for:
establishing a valid legal basis for processing
providing transparent information to your consumers about the use of the chat service
ensuring that consumers are appropriately informed about the nature of the interaction
handling data subject rights requests
We provide certain privacy-related information in our own Privacy Notice for AIME. In this Privacy Notice, we also refer to your Privacy Notice and identify you as the responsible entity for the processing. You should therefore review your own implementation and information obligations to ensure compliance with applicable law.
For data protection-related inquiries: privacy@sevensenders.com
Disclaimer
Please note: The information provided in this disclosure is for general informational purposes only and does not constitute legal advice. We do not provide legal guidance and assume no liability for compliance decisions made based on this information.
We recommend that you assess your specific legal obligations and consult qualified legal counsel where appropriate.
Retention of Data
Chat data that is necessary to process and document customer requests is retained in accordance with our internal retention policies and only for as long as necessary to support the processing and documentation of customer requests. Other chat content is generally deleted after a maximum of 6 months.
You remain responsible for defining and communicating your own retention practices towards your consumers.