Privacy Policy

1. Who we are

AIGEN is an Irish managed AI receptionist and call-overflow service operated by Robbie O’Malley. For website and business-enquiry data, AIGEN is normally the data controller.

Website: aigen.ie
Email: [email protected]
Phone: 01 912 8761

Client caller data: when AIGEN handles calls on behalf of a clinic or other client, that client will normally determine why the caller data is processed and will normally be the controller. AIGEN acts as a processor under the client’s documented instructions, subject to agreed data-protection terms.

2. Personal data we may collect

Enquiry and booking detailsName, business or clinic name, email address, phone number, preferred appointment time and any information you include in a form or message.

Demo interactionsVoice or text entered into a live demonstration, audio where enabled, transcripts, conversation content and technical session information.

Website and device dataIP address, browser, device type, pages viewed, referring page, timestamps and security or diagnostic logs.

Customer and account dataBusiness details, authorised contacts, service configuration, support correspondence, billing records and contractual information.

Please do not enter sensitive medical, financial or confidential information into a public demonstration. The demo is designed to show how the service works, not to provide medical advice or receive a real clinical history.

3. Why we use personal data

To respond to enquiries, arrange calls and provide requested information.
To provide, configure, test and support AIGEN services and pilots.
To operate the website, booking calendar, forms and live demonstrations.
To maintain security, diagnose faults, prevent misuse and keep appropriate service records.
To manage customer relationships, contracts, billing and support.
To send relevant business communications where permitted, with an opt-out available.
To comply with legal, regulatory, accounting and dispute-resolution obligations.

4. Lawful bases

Depending on the context, AIGEN relies on one or more of the following lawful bases:

Steps before entering a contract or performance of a contract — for requested demonstrations, proposals, pilots and customer services.
Legitimate interests — for responding to business enquiries, improving the service, maintaining security, managing business relationships and proportionate business-to-business communications.
Consent — where required, including for non-essential cookies or optional marketing communications.
Legal obligation — where records or disclosures are required by law.

Where health information or another special category of data is processed during a client’s live call flow, the client is responsible for identifying an appropriate Article 6 lawful basis and an Article 9 condition. AIGEN processes that data only as instructed under the agreed service terms.

5. Who data may be shared with

AIGEN uses carefully selected service providers to operate the service. These may include:

website, CRM, form, calendar and automation providers, including HighLevel/LeadConnector;
telephony, call-routing, messaging and communications providers;
cloud hosting, AI, transcription and technical support providers;
email, calendar, payment and accounting providers;
professional advisers, insurers, regulators or public authorities where necessary.

Providers are permitted to process data only for the relevant service purpose and subject to appropriate contractual and security requirements.

6. International transfers

Some technology providers may process data outside Ireland or the European Economic Area. Where this occurs, AIGEN and/or the relevant client use recognised safeguards where required, such as an adequacy decision, standard contractual clauses or another lawful transfer mechanism.

7. How long we keep data

General enquiries and booking records: normally up to 24 months after the last meaningful contact, unless a longer period is needed for an active customer relationship or legal claim.
Public demo interactions: normally up to 90 days, unless required for security, fault investigation or an ongoing sales conversation.
Customer and service records: for the contract period and afterwards for the period reasonably required for legal, accounting, security and dispute purposes.
Live client call data: according to the client’s documented instructions, agreed retention settings and applicable legal obligations.
Marketing records: until you opt out or the information is no longer reasonably required.

Data may be deleted, anonymised or retained for a longer period where required by law, a dispute, security investigation or a documented client instruction.

8. Security

AIGEN applies risk-based technical and organisational measures intended to protect personal data against unauthorised access, accidental loss, alteration or disclosure. Measures include controlled user access, secure cloud platforms, encrypted connections, confidentiality requirements, account security, monitoring, data minimisation and retention controls where supported by the underlying platforms.

More detail is available on our Data Protection & Security page.

9. Cookies and similar technologies

The website and embedded services may use cookies, local storage or similar technologies for essential functionality, security, booking, form submission and live-widget operation. AIGEN may also use analytics or advertising technologies only where they are enabled and an appropriate consent mechanism is in place.

Third-party booking and live-demo components may receive technical information such as IP address, browser type and session data when they load. Where non-essential cookies are used, visitors should be offered a choice before those cookies are set.

10. Your data-protection rights

Subject to the GDPR and any applicable limitations, you may have the right to:

request access to your personal data;
request correction of inaccurate or incomplete data;
request deletion or restriction of processing;
object to processing based on legitimate interests or direct marketing;
request portability where applicable;
withdraw consent where processing is based on consent.

To exercise a right, email [email protected]. We may need to verify your identity before completing the request.

11. Complaints

Please contact AIGEN first so that we can try to resolve the issue. You also have the right to complain to the Irish Data Protection Commission through dataprotection.ie.

12. Changes to this policy

We may update this policy when our services, technology providers or legal obligations change. The latest version will be published on this page with the revised date.

This policy is a practical transparency notice for AIGEN’s current service model. Client-specific controller, processor, retention and security responsibilities should also be recorded in the relevant service agreement and data-processing terms.