Privacy Policy

1. Our Role

JooVoice provides voice functionality to businesses and agent operators. For account registration, billing, website analytics, product communications, and our own business operations, JooCorp Private Limited generally acts as a controller, organization, or business under applicable privacy laws, including Singapore's Personal Data Protection Act 2012 where it applies. For call content, customer-configured agents, customer contacts, and other data we process on behalf of a business customer, JooVoice generally acts as a processor, service provider, contractor, or data intermediary. In that processor role, we process customer data according to our agreement with the customer, including any applicable data processing addendum.

If you are a caller or end user interacting with a business that uses JooVoice, that business is usually responsible for deciding why your information is processed and for providing any required notices or consents.

2. Information We Collect

We may collect the following categories of information:

• Account and contact information: name, business name, email address, phone number, role, login identifiers, billing details, and support communications.
• Voice and communications data: call audio, call recordings, transcripts, summaries, prompts, AI responses, tool calls, tool outputs, call timing, routing data, call direction, phone numbers, interaction logs, and related session metadata.
• Customer configuration data: agent instructions, scripts, knowledge sources, workflow settings, integrations, phone numbers, consent settings, and operator actions.
• Usage and device data: IP address, browser type, device identifiers, pages viewed, feature usage, diagnostic logs, approximate location derived from IP address, and similar operational data.
• Cookies and tracking data: session cookies, preference cookies, security cookies, analytics technologies, and, where enabled, advertising or attribution cookies.

On our website, joovoice.com, we use PostHog, Google Analytics, and the X pixel to understand how the site is used, including heatmaps and recordings of how pages are viewed and clicked. Anything you type is hidden from these recordings. Visitors in the EU, the EEA, the UK, and Switzerland are asked before these run. Everyone can change their choice at any time under “Privacy choices” at the bottom of joovoice.com, which is separate from the setting above, and we honour Global Privacy Control signals.

We do not seek to collect sensitive personal information unless it is necessary to provide the services, required by law, or expressly configured by a customer. Customers must not send health, payment card, government identifier, child, biometric, or other regulated data to JooVoice unless their agreement with JooVoice permits that use.

3. Call Recordings, Transcripts, and AI Processing

JooVoice may record, transcribe, summarize, analyze, route, and otherwise process calls to provide the services. This processing may include automated speech recognition, text-to-speech, large language models, telephony providers, observability systems, and customer-selected integrations.

Business customers are responsible for obtaining all legally required permissions before using JooVoice to call, record, monitor, transcribe, or analyze communications. This includes call recording consent, AI or automated voice disclosures, telemarketing consent, and industry-specific notices where applicable.

We may analyze customer-provided recipient information, source signals, call metadata, call content, transcripts, prompts, tool outputs, operator actions, and usage patterns to classify calls, detect abuse, enforce policies, apply safety controls, improve reliability, and comply with law.

Automatic redaction. Call recordings go through an automatic privacy process that looks for phone numbers, email addresses, card, account and ID numbers, names, dates of birth, and passwords or codes, and removes what it finds. Other dates and times, such as bookings, are kept, and so is everything else that was said. This process is automatic and may not be 100% accurate: it can miss personal details, and it can remove words that were not personal details. If it cannot finish, the recording is marked “Not redacted” and may include personal details. Redaction reduces the personal information in a recording; it does not guarantee that none remains.

Unless expressly enabled under a separate written agreement, JooVoice does not use call recordings to create biometric voiceprints for identity verification or speaker recognition. If a customer asks us to support a feature that identifies a person by voice, additional consent, notice, retention, and biometric privacy terms may be required.

4. How We Use Information

We use information to:

• provide, operate, secure, monitor, and improve the services;
• process calls, transcripts, summaries, agent actions, and customer workflows;
• authenticate users, administer accounts, provide support, and process billing;
• detect abuse, fraud, security incidents, unlawful robocalling, and policy violations;
• classify recipient type, call purpose, relationship context, consent risk, regulated-use risk, abuse risk, and policy compliance risk;
• apply disclosures, rate limits, source checks, suppression checks, review requirements, call blocking, workflow restrictions, suspension, or other platform controls;
• measure service quality, latency, uptime, model behavior, and product reliability;
• comply with legal obligations, enforce agreements, and protect rights and safety;
• send service notices and, where permitted, marketing communications; and
• train, evaluate, and improve JooVoice systems using de-identified or aggregated data; automatically analyse calls to find and fix problems in how JooVoice handles them, keeping only de-identified findings; and, only where the account holder has turned on “Help improve JooVoice”, review a sample of redacted calls for quality, as described in section 5.

5. De-Identified Data and Training

JooVoice may use de-identified or aggregated information derived from service usage to improve safety, quality, reliability, speech handling, agent behavior, analytics, and model performance. We use information derived from what was said on a call, such as call transcripts, call outcomes, and post-call analysis, for these purposes only for calls created while the account’s “Help improve JooVoice” setting was on, as described below, except for the automated quality analysis described next. Aggregated measurements that do not include call content, such as call timing and reliability, may be used regardless of that setting. Before using call-derived data for these purposes, we apply commercially reasonable processes designed to remove or transform direct identifiers and personal features, such as names, phone numbers, account identifiers, addresses, payment details, and other personally identifying content detected in the data.

Automated quality analysis. Our systems may automatically analyse transcripts, call outcomes, and post-call analysis from all calls, including calls made while “Help improve JooVoice” is off, to find and fix problems in how JooVoice handles calls. This analysis is performed by automated systems only. Before results are stored, we remove or transform direct identifiers, and we keep only de-identified patterns and aggregate findings (for example, “calls often stall when a phone menu asks for a language choice”), not transcripts or recordings. JooVoice staff do not read your calls for this purpose, and it is not used to train AI models. It applies to calls made after this update. Human review of redacted calls and use of call data to train our models still require “Help improve JooVoice”.

Your “Help improve JooVoice” setting. JooVoice staff do not have routine access to your calls. The only exception is this setting, which is off unless the account holder turns it on in the Privacy settings of their account. For calls created while it is on, authorized JooVoice staff may review a sample of redacted recordings and transcripts for quality, with each review logged. Redacted call-derived data may also be used to improve JooVoice, including training our own models. Changes apply only to calls created from then on: turning it off excludes new calls, but calls already included remain included. Turning it on does not include earlier calls. Scheduled calls keep the choice saved when they were created. Calls created before this consent version are excluded. Customer playback is unaffected by this setting. Redaction is automatic and may not be 100% accurate, as described in section 3. The setting does not affect processing needed to provide, secure, and support the services, including safety and abuse checks and support you ask for.

We do not use call audio to train AI models. If we offer that in the future, it will require your separate opt-in.

De-identification is a privacy safeguard, not a promise that every possible identifying detail can be removed from every communication. Like the redaction described in section 3, these processes are automatic and may not be 100% accurate. Calls where redaction does not finish are not used for these purposes. We maintain controls designed to prevent de-identified or aggregated data from being used to identify a customer, caller, operator, or other person. We do not sell call recordings or transcripts.

Customer agreements may provide additional controls, including limits on training use, customer-specific retention periods, or deletion commitments.

We use API, account-level, contractual, and technical controls designed to prevent model providers from using Customer Data to train their models where those controls are available. Provider retention and training controls may differ by provider, product, account tier, region, and contract.

6. How We Share Information

We may share information with:

• Service providers and subprocessors that help provide telephony, hosting, storage, transcription, text-to-speech, AI processing, analytics, security, support, billing, and observability. We may publish or provide additional information about current subprocessors where required by law or contract.
• Customer-authorized integrations such as CRMs, calendars, support tools, messaging tools, analytics systems, or other services configured by the customer.
• Customer administrators and operators who are authorized to access their workspace, call records, agent configuration, logs, and reports.
• Legal and safety recipients when we believe disclosure is required by law, necessary to protect rights or safety, or appropriate to investigate fraud, abuse, or security incidents.
• Corporate transaction parties in connection with a merger, financing, acquisition, reorganization, or sale of assets.

7. Retention

We retain information for as long as needed to provide the services, comply with legal obligations, resolve disputes, enforce agreements, maintain security, and support legitimate business purposes. Any retention commitments in a signed customer agreement continue to apply.

Automatic deletion after a fixed period and workspace retention settings are not currently available. You can request deletion using the contact details below. Turning off “Help improve JooVoice” changes permission for new calls; it does not delete recordings or transcripts.

When information is no longer needed, we delete it, anonymize it, or aggregate it, unless retention is required for legal, security, backup, fraud prevention, accounting, or dispute purposes. De-identified or aggregated training, analytics, and service-improvement data may be retained longer, including indefinitely, if we maintain controls designed to prevent reasonable re-identification and do not retain linkable identifiers.

8. Security

We use administrative, technical, and organizational safeguards designed to protect information against unauthorized access, loss, misuse, alteration, and disclosure. These safeguards may include access controls, encryption, logging, least-privilege permissions, vendor review, and incident response processes. No method of transmission or storage is completely secure.

Customer administrators and authorized operators can access their own workspace data according to their roles and settings. JooVoice staff do not have routine access to identifiable call content. The only exception is quality review of a sample of redacted calls created while the account’s “Help improve JooVoice” setting was on (section 5), which is limited to authorized staff and logged. Support and debugging access is limited, role-based, time-bound, and logged, and we prefer redacted logs or synthetic reproduction before accessing raw customer data. Emergency or security access is handled through audited break-glass processes.

We design durable logs so raw phone numbers, prompts, transcripts, and tool outputs are redacted before storage where possible. Product analytics tools should not receive call audio, transcripts, prompts, phone numbers, or other personal call content.

If we become aware of a security incident affecting personal information, we will provide notices required by applicable law and our agreements.

9. Privacy Rights

Depending on your location, you may have rights to access, correct, delete, export, restrict, object to, or opt out of certain processing of your personal information. You may also have rights relating to sale or sharing, targeted advertising, sensitive personal information, automated decision-making, or consent withdrawal.

If you are an end user of a JooVoice customer, we may direct your request to that customer because they control the relevant data. We may need to verify your identity before responding to a request.

If you were on a call made through JooVoice. JooVoice is designed to tell the people it calls, near the start of the call, that it is an AI assistant and that the call is recorded. If “Help improve JooVoice” was on when the call was created, a sample of its redacted calls may be reviewed by our staff for quality, as described in section 5. The person who asked for the call can access its recording, transcript, and summary in their account. If you were on such a call, you can write to [email protected] to ask what we hold about it, to ask us to delete the recording or transcript (subject to any retention the law requires), or to report that it has been shared or used in a way that concerns you. To find the call, we may ask for its date and time and the number that was called. We will respond within the time required by applicable law.

10. California Privacy Notice

For California residents, the categories of personal information we may collect include identifiers, customer records information, commercial information, internet or network activity, audio and electronic information, approximate geolocation, professional or employment-related information, inferences, and sensitive personal information where necessary to provide the services.

We use this information for the business and commercial purposes described in this policy. We do not sell personal information for money. We do not share personal information for cross-context behavioral advertising unless disclosed and controlled as required by law. We do not use sensitive personal information for purposes outside those reasonably necessary to provide and secure the services unless we provide required notice and choice.

California residents may request access, deletion, correction, portability, opt-out of sale or sharing, limitation of sensitive personal information, and non-discrimination for exercising privacy rights.

11. International Transfers

JooVoice is operated from Singapore and may process information in Singapore, the United States, and other countries where we or our service providers operate. Where required, we use appropriate transfer safeguards, such as data processing terms, contractual protections, or other lawful transfer mechanisms.

12. Children

The services are not directed to children under 13, and we do not knowingly collect personal information from children under 13 except as permitted by law and the applicable customer agreement. Customers may not use JooVoice for child-directed services or to collect children's voice data without appropriate legal review and required consent.

13. Changes

We may update this Privacy Policy from time to time. If we make material changes, we will provide notice as required by law or our agreements. The updated policy will be effective when posted unless a later effective date is stated.

14. Contact

Questions or privacy requests may be sent to [email protected] or through the contact method available in your JooVoice account.

JooCorp Private Limited
60 Paya Lebar Road
#06-28 Paya Lebar Square
Singapore 409051