AI-powered support assistant ‘Dr Cool’

Cargobull Parts & Services GmbH, Siemensstraße 49, 48341 Altenberge, is the data controller responsible for processing your personal data when you use our AI-powered support assistant “Dr. Cool” within the Partner Connect Portal. The Partner Connect Portal is operated on the Salesforce platform.
 
Salesforce (Salesforce, Inc. and, where applicable, its affiliated companies) acts as our data processor on the basis of a Data Processing Addendum in accordance with Article 28 of the GDPR.

We use the AI assistant to provide user-friendly support that is available at all times to registered users of the Partner Connect portal. The assistant is intended to support and relieve the workload of our human support team.
 
The AI assistant is used exclusively to provide support with technical and factual queries regarding the use of the portal and our services. No automated decision-making with legal or similarly significant effects on data subjects takes place.

When you, as a registered user, use the Partner Connect portal and the AI assistant, the following personal data in particular is processed:

• Master data you have provided for portal access: first name and surname, company/service partner, function/role, user ID
• Usage and communication data relating to the chat: time of the enquiry, technical details of your query, chat history logs

Enquiries made to the assistant typically concern technical issues. It is not intended to process special categories of personal data (e.g. health data) or other sensitive information. Please do not enter any sensitive personal data in the free-text fields. 

The legal basis for the processing is Article 6(1)(f) of the GDPR (legitimate interest). Our legitimate interest lies in providing our service partners with efficient, scalable support, resolving technical issues quickly and improving the use of the partner portal. As the data subjects are acting in a professional capacity and only contact details in a B2B context and technical enquiries are processed, conflicting legitimate interests of the data subjects do not generally override this.

Processing takes place on the Salesforce platform by Salesforce as the data processor and by the sub-processors engaged by Salesforce. Salesforce provides a current list of sub-processors and their locations at https://www.salesforce.com/company/legal/trust-and-compliance-documentation/.
This may involve transfers to third countries (in particular to the USA). These transfers are carried out on the basis of appropriate safeguards within the meaning of Articles 44 et seq. of the GDPR, in particular on the basis of an adequacy decision (EU-US Data Privacy Framework and its extensions) and/or the EU Standard Contractual Clauses (SCCs), as set out in the Data Processing Addendum concluded with Salesforce.

Personal data relating to the use of the AI assistant (in particular chat logs) will be stored for the period necessary to process your enquiry and to ensure internal traceability of support cases. The data will then be deleted or, where necessary for technical reasons, reused in anonymised form.

The data you enter into the AI assistant is not used to train general AI models outside the contractually agreed framework. Where external models are used, according to Salesforce, this infrastructure receives only appropriately masked or pseudonymised content; there are no plans for these models to store the prompts permanently.

The data subject rights set out in our privacy policy for the PartnerConnect platform (Privacy Policy (DSE) Cargobull PartnerConnect and MyCargobull) apply to this processing (e.g. right of access, rectification, erasure, objection). In particular, you may object to processing on the basis of Article 6(1)(f) of the GDPR for reasons arising from your particular situation. In this case, we will review your objection and will no longer process the data, unless there are compelling legitimate grounds for doing so.

You can find this and further information on data protection when using the Partner Connect portal and other services in the Cargobull PartnerConnect and MyCargobull Privacy Policy (DSE).