CUSTOMER SERVICE VIRTUAL AGENT PRIVACY POLICY
The controller of the personal data collected through this virtual agent is Domingo Alonso Group, together with the company that owns the website from which the chat is accessed. Full contact details for the controller and, where applicable, its Data Protection Officer are available in the general privacy policy of the website you are accessing.
The chat service is initially provided by a virtual agent based on artificial intelligence, which explicitly identifies itself as such from the first message. This agent is designed to provide automated information and assist users with various procedures related to the products and services of the group's brands. In certain cases, where the enquiry requires it, the interaction may subsequently be transferred to a human agent at the Contact Centre.
Before starting any conversation, the user must read and expressly accept this privacy policy. If the user does not accept it, the chat will not be enabled and no information will be collected. Use of the virtual agent is entirely voluntary, and the consent given constitutes the legal basis for processing the data described below.
During use of the virtual agent, both non-personal and personal data may be processed. General information enquiries about vehicle models, indicative prices, stock availability, accessories or corporate information can be made without providing personal data. Only when an enquiry cannot be resolved automatically, or when the user specifically requests human contact, may the personal data strictly necessary to handle the request be requested, such as the user's name, telephone number, email address and information relating to the reason for contact. Special categories of personal data will never be requested, and the system is designed to apply the principle of
data minimisation, requesting only what is strictly necessary.
The data provided may be processed for the purpose of responding to information enquiries about models and services, assisting users with commercial processes relating to requests for information, appointments or contact with an agent, handling customer service enquiries and after-sales requests, and creating the corresponding cases in the group's internal systems so that a human agent can subsequently resume handling the request while ensuring its traceability.
The legal basis for processing is the user's explicit consent, given by accepting this privacy policy before starting the conversation. Where a request for contact or an appointment is generated, processing may also be based on taking pre-contractual steps at the user's request. The data will not be disclosed to third parties except where required by law. However, the companies within Domingo Alonso Group may access the data when necessary to handle the request properly, as may certain technology providers acting as data processors, with whom the relevant agreements have been entered into and who process the data solely in accordance with the
controller's instructions.
The virtual agent responds automatically in accordance with predefined workflows and does not make automated decisions that produce legal effects concerning the user, nor does it create commercial profiles without human intervention. Conversations may be analysed to a limited extent for quality control, security and service improvement purposes, applying anonymisation techniques wherever possible.
Personal data will be retained only for as long as necessary to handle the user's request and, once the matter has been resolved, will remain duly restricted for the periods established by law to address any potential liabilities. Non-personal data may be used in aggregated and anonymised form to improve the service.
Users may exercise their rights of access, rectification, erasure, objection, restriction of processing and data portability at any time, and may also withdraw their consent without affecting the lawfulness of processing carried out before withdrawal. Detailed information on how to exercise these rights is available in the general privacy policy of the website you are accessing.
For further information about the processing of personal data, users may consult the general privacy policy published on the website from which the virtual agent is accessed.