Privacy Policy

1. Introduction

Carson ("we," "us," or "our") is committed to protecting your privacy and ensuring the security of your data. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our automated quality monitoring platform for customer support conversations.

2. Information We Collect

2.1 Customer Support Data

• Conversation Content: We process support tickets, chat logs, and email conversations from your connected platforms (Zendesk, Intercom, Freshdesk, etc.)
• Metadata: Timestamps, agent IDs, customer IDs, conversation status, and resolution data
• Quality Metrics: CSAT scores, response times, and other support performance indicators

2.2 Account Information

• Business name, email address, and contact details
• Billing information (processed securely through our payment providers)
• User roles and permissions within your Carson account

2.3 Usage Data

• Feature usage patterns and dashboard interactions
• Integration configurations and API usage
• Login history and session data

2.4 Website Visitor Data

When you visit or log in to our website, cookies and similar technologies may be used by our online data partners or vendors to associate these activities with other personal information they or others have about you, including by association with your email or home address. We (or service providers on our behalf) may then send communications and marketing to these email or home addresses. You may opt out of receiving this advertising by visiting https://app.retention.com/optout.

3. How We Use Your Information

3.1 Service Delivery

• Quality Monitoring: Analyzing conversations to generate Carson Scores™ and identify at-risk customers
• Predictive Analytics: Detecting churn signals and quality issues in real-time
• Coaching Recommendations: Providing specific, actionable feedback for agent improvement
• Benchmarking: Comparing performance against industry standards (anonymized and aggregated)

3.2 Service Improvement

• Enhancing our AI models' accuracy in predicting churn and quality issues
• Developing new features based on usage patterns
• Improving integration reliability and speed

3.3 Communications

• Service notifications and alerts about at-risk customers
• Product updates and new feature announcements
• Customer support responses
• Marketing communications (with your consent)

4. Data Processing and AI

4.1 Automated Analysis

Carson uses machine learning to:

• Score conversation quality automatically
• Identify churn risk patterns
• Generate coaching recommendations
• Create executive summaries

4.2 Training Data

• We do NOT use your customer conversations to train models for other Carson users
• Your data remains isolated to your account
• Industry benchmarks use only aggregated, anonymized metrics

5. Data Sharing and Disclosure

5.1 We Do Not Sell Your Data

Carson never sells, rents, or trades your customer conversation data or personal information.

5.2 Service Providers

We share data with trusted third parties only as necessary to provide our services:

• Cloud infrastructure providers (AWS)
• Payment processors (Stripe)
• Email service providers (for notifications)
• Analytics providers (for service improvement)

5.3 Legal Requirements

We may disclose information if required by law, court order, or government regulation.

6. Data Security

6.1 Technical Safeguards

• End-to-end encryption for data in transit
• Encryption at rest for stored conversations
• SOC 2 Type II certified infrastructure
• Regular security audits and penetration testing

6.2 Access Controls

• Role-based permissions within your account
• Multi-factor authentication available
• API key management and rotation
• Audit logs for all data access

7. Data Retention

7.1 Active Accounts

• Conversation data: Retained for 24 months (configurable)
• Account information: Retained while account is active
• Analytics data: Aggregated after 90 days

7.2 Account Deletion

• Upon request, we delete all your data within 30 days
• Anonymized metrics may be retained for benchmarking
• Legal obligations may require longer retention periods

8. Your Rights

8.1 Access and Control

You have the right to:

• Access your conversation data and Carson Scores
• Export your data in standard formats
• Correct inaccurate information
• Delete your account and associated data
• Opt-out of marketing communications

8.2 Data Portability

Export your Carson data at any time through our API or dashboard.

9. International Data Transfers

Carson primarily stores data in the United States. For customers in other regions:

• EU/UK: We comply with GDPR requirements
• Australia: We adhere to Australian Privacy Principles
• Canada: We follow PIPEDA guidelines

We use standard contractual clauses for international transfers where required.

10. Integration Partner Data

When you connect Carson to third-party platforms:

• We only access data necessary for quality monitoring
• We don't modify or delete data in your source systems
• Disconnecting an integration stops data flow immediately
• Historical analysis remains available unless you request deletion

11. Cookies and Tracking

12. Children's Privacy

Carson is not intended for users under 18. We don't knowingly collect data from minors.

13. Changes to This Policy

We'll notify you of material changes via email or in-product notifications. Continued use after changes constitutes acceptance.

14. Contact Information

For privacy inquiries or to exercise your rights:
Email: privacy@getcarson.ai

15. Jurisdiction-Specific Rights