Last update: January 16, 2025
1. Introduction
This privacy policy describes Amical's practices regarding the collection, use, retention, and sharing of your personal information when you use our AI phone service designed to provide social and cognitive support to elderly individuals.
Amical is operated by 9526-1061 Québec inc., a company registered in Quebec, Canada. Our headquarters is located at 210-839 St-Joseph E, Québec City, G1K3C9. You can contact us for any questions related to this privacy policy by email at info@amical-ai.com.
2. Data Collection
At Amical, we collect and use data to enhance user experience, ensure the quality of our services, and secure our legal protection. Please note that data is collected and processed differently based on its purpose: data collected for legal protection purposes is not anonymized, while data collected for product and AI improvement is anonymized.
We collect the following information:
2.1 Types of data collected
Personal data:
First and last name.
Date of birth.
Contact information (address, email, phone number).
Information collected during initial onboarding, which may include:
Data provided by the residence (for example, through the "Life Book").
Data submitted through our online form.
Any other information shared voluntarily by family members or caregivers, including medical information deemed necessary.
Health data:
Type and level of cognitive impairment (e.g., Alzheimer’s, vascular aphasia, level of dementia, Lewy bodies).
Usage data:
Complete recordings and transcripts of conversations with the AI.
Phone usage statistics (call frequency, interaction duration).
Technical data:
IP address and connection data.
Information on system performance to diagnose and resolve technical issues.
2.2 Methods of collection
Direct interactions: Data is collected during the use of the AI phone, such as conversations or incoming calls.
Initial onboarding: Information is collected during the service setup, including data provided by the residence or through our online form.
Scheduled calls: Conversations initiated by the AI to interact with the user.
2.3 Consent
We collect data only after obtaining clear and informed consent. If the user is not able to consent, consent will be obtained from the legal guardian. You have the option to withdraw your consent at any time by contacting us.
3. Use of Data
The data collected by Amical is used exclusively to provide, improve, and personalize our services. We are committed to limiting the use of data to the purposes described below:
3.1 Main purposes
The data collected by Amical is used for the following purposes:
Improving the user experience
Description: Personalization of conversations with the AI based on preferences and information provided (interests, tone of interactions, etc.). Adaptation of AI responses for optimal support.
Legal basis: Consent, Legitimate interest
Data categories: Personal data, Usage data
Technical support and maintenance
Description: Analyzing technical performances, diagnosing, and resolving issues. Continuous updating and improvement of features.
Legal basis: Contractual necessity
Data categories: Technical data
Proactive communication
Description: Scheduled calls by the AI. Sending notifications to relatives or caregivers (e.g., in case of detecting signs of emotional distress).
Legal basis: Consent
Data categories: Personal data, Usage data
Analysis and monitoring
Description: Production of anonymized reports for caregivers or relatives. Detection of signs of emotional distress or suicidal thoughts.
Legal basis: Consent, Legitimate interest
Data categories: Usage data (anonymized)
Research and studies
Description: Anonymous studies to understand the impact of Amical, improve the AI, and develop new services. Possible sharing with research partners (e.g., CRIUGM, CIUSSS).
Legal basis: Legitimate interest
Data categories: Usage data (anonymized), Voice recordings (anonymized)
Legal protection
Description: Retaining full recordings and transcripts, as well as voice data, with identifiers for control, prosecution, or defense purposes in case of disputes.
Legal basis: Legal obligation
Data categories: Recordings and transcripts of conversations, Voice data
Data sharing with third parties:
We may share certain data with trusted third parties who assist us in providing and improving Amical service. These third parties include:
Providers of natural language processing and conversational AI:
Deepgram: https://deepgram.com/privacy
ElevenLabs: https://elevenlabs.io/privacy-policy
Infrastructure and cloud service providers:
Amazon Web Services (AWS): https://aws.amazon.com/privacy
We take measures to ensure that these third parties adhere to high standards of data security and privacy. We only share the data necessary for them to perform their services, and we require that they use it solely for the specified purposes.
3.2 Usage limits
No targeted advertising: Data is never used for advertising or external marketing purposes.
No selling to third parties: We do not share your data with external commercial companies.
3.3 Security and compliance
All data is used in accordance with Law 25 in Quebec and other applicable data privacy regulations.
4. Data Security
The security of your data is a top priority for Amical. We are committed to strictly adhering to the requirements of Law 25 on the protection of personal information and implementing strict technical and organizational measures to protect your information against any unauthorized access, misuse, disclosure, alteration, or destruction.
Our security measures include:
Compliance with Law 25: Amical is committed to strictly adhering to the requirements of Law 25 on the protection of personal information. All data collected will be processed in accordance with this law and the highest privacy standards.
Data encryption (Encryption at Rest): Sensitive user data, such as conversation transcripts, personal information, and health data, will be encrypted when stored on our servers, thereby ensuring their protection against unauthorized access.
Controlled access to data: Access to the data will be strictly limited to authorized individuals, and each access will be logged to ensure traceability. Two-factor authentication (2FA) will be implemented to enhance account security.
Infrastructure isolation (VPC): Amical's infrastructure will be isolated within a virtual private cloud (VPC) to minimize the risks of cyberattacks and unauthorized access.
Monitoring and alerts: A continuous monitoring system will be implemented to detect any suspicious activity. Alerts will be generated in real-time in case of anomalies or intrusion attempts.
Vulnerability management: Regular vulnerability scans will be performed to identify and address potential security flaws. We use cutting-edge tools and techniques to ensure the security of our system.
Security updates: Security updates will be applied regularly to protect the system against the latest threats and vulnerabilities.
Transmission security: We use the HTTPS protocol to encrypt data during transmission between your device and our servers, thus ensuring the confidentiality and integrity of your information.
Voice data security: We pay special attention to voice data security. Voice recordings are processed and stored with the strictest security measures, and access to this data is limited to authorized individuals. Voice recordings used for product improvement are anonymized, and all sensitive data is removed before use.
Data management for different purposes:
Legal protection: Data collected for legal protection purposes, such as recordings and transcripts of conversations, as well as voice data, are retained with identifiers. Access to this data is restricted and controlled, reserved for key employees, and used solely for control, prosecution, or defense purposes in case of disputes.
Product and AI improvement: Data used to train our AI, such as anonymized recordings and transcripts, do not contain information that can identify users. Access to this data is restricted to the technical team and used only to improve the performance and accuracy of the AI.
5. Data Retention
We retain your data only for as long as necessary to achieve the purposes described in this privacy policy. Data will be retained indefinitely for the following purposes:
Product and AI improvement: Anonymized data used to train our AI is retained indefinitely to ensure the continuous improvement of our services.
Legal protection: Data collected for legal protection purposes are retained indefinitely to allow us to defend in case of disputes or to meet our legal obligations.
6. User Rights
You have certain rights regarding your personal data, including:
Right of access: You can request access to the personal data we hold about you by contacting us by email at info@amical-ai.com. We will respond within 30 business days.
Right to rectification: You can request correction of any inaccurate or incomplete information by contacting us by email at info@amical-ai.com.
Right to deletion: You can request deletion of your personal data, subject to certain legal exceptions, by contacting us by email at info@amical-ai.com.
Right to object: You can object to the processing of your personal data in certain circumstances by contacting us by email at info@amical-ai.com.
Right to portability: You can request to receive your personal data in a portable format by contacting us by email at info@amical-ai.com.
7. International Data Transfers
Your information may be transferred and processed in the United States, where our servers are located. Data protection laws in the United States may differ from those in your country of residence. By using our services, you consent to this transfer.
8. Minors
Our services are not intended for individuals under the age of 18.
9. Policy Updates
We may update this privacy policy from time to time to reflect changes in our practices or in legislation. We will inform you of any significant changes by posting the new version on our website or by other appropriate means.
10. Contact
If you have any questions or concerns regarding this privacy policy, please contact us at:
Amical
Email: info@amical-ai.com
Data controller:
9526-1061 Québec inc.