Privacy policy

Who we are and when this policy applies

Omniscient AI Private Limited, trading as Omniscient AI, provides AI software and services, including the Atlas conversational AI platform. This policy explains how we handle personal data through omniscient.to, use-atlas.ai, our enquiries and demonstrations, and Atlas services, including voice calls, web chat, WhatsApp and other supported messaging channels.

When an organisation uses Atlas to serve its customers, tenants, patients or other contacts, that organisation decides why the conversation data is collected and how it is used for its services. We process that data on its behalf under our service arrangements. Its own privacy notice also applies. For our websites, sales enquiries and business relationships, Omniscient AI handles the information for its own business purposes.

Information we collect

Contact and account information: names, email addresses, telephone numbers, company or tenant details, account identifiers, and information you provide when contacting us or an organisation using Atlas.

Conversations and attachments: messages, call audio processed during a call, transcripts, conversation summaries, photographs, videos, audio messages, documents, and other content you choose to share. Recordings and retained transcripts depend on the service and the organisation’s configuration; not every demonstration or conversation is recorded or stored.

Service information: locations or unit numbers you provide, fault reports, bookings, requests, updates, preferences, and records of actions taken during a conversation. Atlas may retrieve relevant information from the organisation’s connected systems and retain customer profile information or summaries to support later conversations, including across channels.

Technical information: IP addresses, browser and device information, page visits, referral information, timestamps, message identifiers and delivery status, and operational or security logs. WhatsApp interactions may include your WhatsApp telephone number, profile name, message content, media and related metadata supplied through Meta’s services.

How we use information

We use information to respond to enquiries, provide demonstrations and services, identify the relevant customer or organisation, understand requests, answer questions, maintain conversation context, create or update reports and bookings, and arrange human follow-up.

We also use relevant information to operate connected systems, troubleshoot problems, secure our services, prevent abuse, understand website use, administer customer relationships, and meet applicable legal obligations. We seek consent where required and otherwise process information where applicable law permits it. You may contact us to withdraw consent; this may limit services that depend on that information.

AI processing and human assistance

Atlas uses AI and speech technologies to interpret messages and media, generate responses, extract relevant details, and summarise conversations. Content needed for these tasks may be processed by our AI and speech service providers. Conversation summaries and customer memory can be retrieved in later interactions for the same organisation, depending on its configuration.

AI responses and extracted details can be inaccurate. You can ask for a correction or request human assistance from the organisation you are contacting. Avoid sending passwords, payment-card details, government identity documents or unnecessary sensitive information. If you send information about someone else, ensure you are authorised to share it.

Who receives information

Information may be available to the organisation you contact, its authorised staff and service providers, and connected systems needed to handle your request, such as customer-management, scheduling or case-management systems.

We use service providers for hosting and storage, communications, email delivery, AI and speech processing, analytics, monitoring and security. Depending on the service, these include Microsoft Azure, Meta/WhatsApp, Twilio, OpenAI, Deepgram, SendGrid and Google Analytics. Only providers relevant to a particular service receive the information needed for their role; the applicable configuration and contractual terms govern that processing.

We may disclose information where required by law, to protect rights or safety, or in connection with a business reorganisation or transfer, subject to applicable safeguards. Third-party websites and messaging platforms also handle information under their own privacy policies.

Cookies and website analytics

Our websites may use cookies or similar technologies for preferences, site operation and analytics. Where enabled, Google Analytics helps us understand visits, navigation, device information and how people find our sites. Your browser settings let you block or delete cookies; this may affect some website features. You can also use Google’s Analytics opt-out browser add-on.

For information about Google’s processing and available controls, visit policies.google.com/privacy and tools.google.com/dlpage/gaoptout. Where consent is required for a particular use of cookies or analytics, that use is subject to the applicable consent requirements.

Retention

We retain personal data for as long as needed for the purposes described here, our service arrangements and applicable legal or business requirements. The period depends on the type of record, the organisation’s instructions, support needs and any legal obligations. Conversation content, attachments, customer profiles and operational logs may have different retention periods.

When information is no longer needed, it should be deleted or anonymised under the applicable retention arrangements. Some records may need to be retained for legal obligations, disputes, security or backup recovery. Contact us or the organisation you contacted for information about the records relating to your interaction.

Security and international processing

We use technical and organisational safeguards appropriate to the information and service, including access controls and measures to protect service credentials. No system or transmission method can be guaranteed completely secure.

Our service providers may process or store information in countries other than your own, including outside Singapore. Where applicable, overseas transfers are subject to legal requirements and contractual or other safeguards intended to provide the required protection.

Your rights and choices

Depending on the law that applies, you may request access to or correction of your personal data, withdraw consent, or request deletion, restriction or objection to particular processing. These rights may be subject to exceptions. You may also raise a concern with the relevant data protection authority, including Singapore’s Personal Data Protection Commission.

For conversations with an organisation using Atlas, contact that organisation first because it controls the underlying service records. You can also contact us and we will help identify the appropriate route. We may ask for information reasonably necessary to verify your identity and locate the relevant records. Do not send identity documents unless specifically requested through an appropriate channel.

How to request deletion of your data

Email enquiries@omniscient.to with the subject “Privacy / data deletion request”. Tell us which website or service you used, the organisation or WhatsApp business number you contacted, and the email address or telephone number associated with your interaction. An approximate conversation date or report reference can help us locate the records. Do not include passwords or access tokens.

You may request deletion of data associated with Atlas or its WhatsApp/Meta integration, including relevant messages, attachments and stored profile or conversation summaries. We will assess the request, verify it where needed, and delete the relevant data or coordinate with the organisation responsible for it, subject to applicable law and its instructions. If information must be retained, we will explain the applicable reason. Deleting data from Atlas does not itself delete copies held independently by WhatsApp, Meta, other platforms or the organisation’s separate systems.

Children and sensitive information

Our websites and business demonstrations are intended for business users and are not directed at children. An organisation using Atlas is responsible for providing appropriate notices and permissions for its own services, including services involving children or sensitive information. Contact us if you believe a child has provided information to us without the necessary permission.

Changes and contact

We may update this policy as our services or requirements change. The date below identifies the current version. Material changes will be communicated where required.

For privacy questions, access or correction requests, withdrawal of consent, deletion requests or complaints, contact the Omniscient AI privacy team at enquiries@omniscient.to. Please use “Privacy request” in the subject line.