Privacy Policy

‍‍For Xtreme Digital Pty Ltd (ABN 66 619 207 877), trading as Live Chat Agent and Call Eva
Last Updated: 09/12/2025

1. Introduction

This Privacy Policy explains how Xtreme Digital Pty Ltd (ABN 66 619 207 877), trading as Live Chat Agent and Call Eva (“we”, “us” or “our”), collects, uses, stores, discloses and protects personal information obtained through our website, software solutions, Hybrid Chat AI, Voice AI Services, APIs, CRM/LMS integrations and all associated technologies (“the Software” or “the Services”).

By using our website or engaging with our Software Solutions, you agree to the practices set out in this Privacy Policy. This policy is in addition to any other terms and conditions applicable to our Services.

We reserve the right to amend this Privacy Policy at any time. Continued use of the Services signifies your acceptance of any updated terms.

2. Collection of Personal Information

We recognise the importance of protecting personal information and collect such information only where necessary for the operation of our Services and where it is knowingly and voluntarily submitted by the user or arises automatically through interaction with the Software.

2.1 Information Voluntarily Provided

Personal information may be collected when you:

Submit an enquiry or form
Use our Hybrid Chat AI
Interact with our Voice AI system
Register an account
Request support
Use our website

This information may include your name, email address, telephone number, address, business details, opinions, preferences, enquiry details and any information you choose to submit.

2.2 Hybrid Chat AI Data Collection

When interacting with our Hybrid Chat AI, we may collect:

Your name, email address, phone number and enquiry details
Booking or appointment information
Chat transcripts and metadata
Device information, browser type and timestamps

This information is used for customer communication, lead management, CRM/LMS integration,operational purposes and automation.

2.3 Voice AI Data Collection

Our Voice AI system may collect:

Caller identification and phone number
Call metadata (time, duration, device information)
Call recordings (where legally permitted)
AI-generated transcripts, summaries and intent classifications
Information voluntarily disclosed during the call

2.4 Automatic Data Collection

We may collect:

IP addresses (for diagnostics, fraud prevention and support)
Device identifiers
Analytics relating to performance and usage
Session data, referred URLs and behaviour analytics

2.5 Registered Users

When you register for an account, we may collect additional personal information, such as login credentials, contact information and communication preferences. You may access and update this information at any time by logging into your account.

3. Use of Personal Information

Personal information is used only for the primary purpose for which it was submitted or for secondary purposes reasonably related to that primary purpose. This includes:

Delivering Hybrid Chat and Voice AI Services
Responding to enquiries and providing support
Enabling CRM/LMS/API integration
Conducting outbound campaigns on behalf of Clients
System diagnostics, security and fraud prevention
Improving the Software and AI models
Quality assurance and operational performance
Training the underlying Large Language Model (see Section 4)
Compliance with legal requirements

Copies of communications and data submitted via the Software may be stored for back-up, auditing and record-keeping purposes.

We do not sell personal information.

4. Use of Information for AI Training

Information submitted into the Software may be used, in whole or in part, to train, refine or contribute to the large language models (LLMs) that support the Software’s functionality.

To enable effective training, data may be:

Chunked into smaller non-identifiable segments
Transformed, recombined or anonymised
Incorporated into the model in a manner that cannot later be reversed or individually removed

By using the Software, you acknowledge and consent to:

Your information being used to improve AI performance
The technical impossibility of extracting individual pieces of data once incorporated into the LLM
The use of de-identified data for model training and system improvement

This functionality is essential to the Software’s operation and continual learning.

5. Disclosure of Personal Information

We may disclose personal information in the following circumstances:

5.1 Service Delivery

We may disclose information to:

CRM or LMS systems
Email systems
Telecommunication carriers
AI model providers
Hosting providers
Integration partners
Third-party contractors assisting in service delivery

5.2 Preventing Harm, Misuse or Unlawful Activity

We may disclose information where necessary to:

Identify or contact individuals involved in unlawful or harmful activities
Protect our rights, property or safety
Protect other users or the public

5.3 Legal Compliance

We may disclose information where required by:

Law enforcement or regulatory authorities
Court orders, subpoenas or legal processes
The Office of the Australian Information Commissioner (OAIC)

5.4 Training Information Transfer

A portion of data may be exported to offshore development or support teams (including India and the Philippines) solely for:

System maintenance
Performance optimisation
AI training
Technical support

Such information is managed in accordance with Australian privacy standards.

6. Overseas Data Transfers

Personal information may be transferred to and processed by third-party providers located in:

India
Philippines
The United States
European Union
Other locations where our cloud or AI providers operate

We take reasonable steps to ensure that any overseas recipients comply with the Australian Privacy Principles or comparable privacy safeguards.

7. Security of Personal Information

We implement reasonable measures to protect personal information from misuse, loss, unauthorised access or disclosure. These measures include:

Encryption
Access controls
Secure hosting infrastructure
Confidentiality obligations on staff and contractors

However, no data transmission over the internet is completely secure. While we strive to protect your information, we cannot guarantee absolute security.

We are not responsible for unauthorised access occurring within third-party or Client-controlled systems, including CRMs, email infrastructure or devices.

8. Cookies, IP Addresses and Tracking Technologies

We use cookies, applets and session identifiers for authentication, website functionality, enhanced security and usage analysis. IP addresses may be collected to diagnose technical issues, enhance performance and assist support.

Users may disable cookies, but some functionality may be impacted.

9. Access, Correction and User Rights

We take reasonable steps to ensure that personal information held is accurate, complete and up to date. Individuals may request access to, or correction of, their personal information by contacting us at support@livechatagent.com.au.

10. Third-Party Websites and Embedded Software

Our Software may be embedded on third-party websites or link to external websites. We do not control and are not responsible for:

The privacy practices of linked websites
The content or operation of external sites
How third-party website operators handle your personal information

We encourage users to review the privacy policies of these third-party websites before submitting information.

11. Data Breach Notification

We comply with the Notifiable Data Breaches (NDB) Scheme. Where we reasonably believe an eligible data breach has occurred, we will:

Investigate the incident
Take steps to contain the breach
Notify affected individuals where required
Notify the OAIC

12. Children’s Privacy

Our Services are not intended for individuals under 16 years of age, and we do not knowingly collect their information.

13. Complaints, Concerns and Contact

If you have concerns about our handling of personal information, please contact us at support@livechatagent.com.au.

We take privacy matters seriously and will respond promptly.

If you remain dissatisfied, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.