Introduction
Pulsium is committed to protecting and respecting your privacy.
This Privacy Policy explains how we collect, use, store, share, and protect personal information when you visit our website, create an account, communicate with us, or use our services.
By accessing our website or using our services, you acknowledge that you have read and understood this Privacy Policy.
Who We Are
Pulsium is a trading name of Pulsium Limited, a company registered in England and Wales (company number 17168349), whose registered office is at 71-75, Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.
We are the data controller for the personal information we collect about you directly: when you visit this website, create an account, contact us, or subscribe to our services.
Where a business uses Pulsium to handle its own customer conversations (calls, emails, and website chats answered by an AI agent it has hired), that business is the data controller for those conversations and the personal information within them, and Pulsium acts as its data processor, processing that information only on the business’s documented instructions. If you are a customer of a business that uses Pulsium, please direct any request about your information to that business in the first instance; we will assist them in responding.
If you have any questions regarding this Privacy Policy or how we process your personal information, please contact us using the details below.
Pulsium Limited
71-75, Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Email: hello@pulsium.ai
You have the right to make a complaint to the Information Commissioner’s Office (ICO) at www.ico.org.uk. We would, however, appreciate the opportunity to address any concerns before you contact the ICO.
Information We Collect
We may collect, use, store, and process the following categories of information.
Identity Information
- First name
- Last name
- Job title
- Company name
Contact Information
- Email address
- Telephone number
- Business address
Account Information
- User account details
- Sign-in credentials
- Subscription information
- Billing information
Technical Information
- IP address
- Browser type and version
- Device information
- Operating system
- Time zone settings
Usage Information
- Website activity
- Platform activity
- Features accessed
- Sign-in history
- User preferences
Communication Information
- Contact form submissions
- Support requests
- Customer service interactions
- Communications with our team
Conversation Information
Where a business has hired a Pulsium agent, our platform processes the conversations that agent handles on that business’s behalf:
- Audio recordings of telephone calls, in both directions
- Written transcripts of those calls
- Email and website-chat conversations handled by the agent
- Details captured during a conversation, such as a caller’s name, telephone number, email address, and the reason for their call
- Summaries, quality scores, and follow-up actions our systems derive from a conversation
Our agents never claim to be human, and say plainly that they are the business’s AI agent whenever a caller asks. The hiring business is responsible for any call-recording or AI-disclosure notice its own regulator or industry requires.
Discovery and Sales Calls
When you book a discovery call with us, the video call is recorded, transcribed, and summarised with AI note-taking. You will see a notice when the call starts. We use these recordings, transcripts, and notes to follow up on our conversation, to keep an accurate record of what was discussed, and to improve how we present our services. We rely on our legitimate interests for this processing. If you would rather not be recorded, tell us at the start of the call, or before it by replying to your confirmation email, and we will switch recording off.
Quality Assurance of a Business’s Own Staff
Where a business subscribes to Clara, our quality assurance service, we process recordings of telephone calls handled by that business’s own employees, obtained from the telephone system that business already operates. We produce transcripts, performance scores, and coaching summaries from those recordings.
The hiring business is the data controller for this processing and Pulsium acts as its data processor. That business is responsible for establishing a lawful basis for monitoring its staff, for informing its employees that their calls are recorded and assessed, and for meeting any consultation or notification requirements that apply to it.
Clara produces assessments and recommendations only. It does not make decisions about any individual’s employment. All decisions arising from Clara’s output are made by the hiring business.
How We Collect Information
We collect information in a number of ways, including:
- When you complete website forms
- When you request a demonstration
- When you create an account
- When you subscribe to a service
- When you contact us by email, telephone, or online chat
- Through cookies and analytics technologies
- Through your use of our platform and services
How We Use Your Information
We will only use your information where we have a lawful basis to do so.
We may use your information to:
- Create and manage your account
- Provide access to our services
- Deliver customer support
- Process payments and subscriptions
- Improve our products and services
- Monitor platform performance
- Analyse usage trends
- Respond to enquiries
- Communicate important service updates
- Send marketing communications where permitted by law
- Meet legal and regulatory obligations
Our Lawful Bases for Processing
We rely on the following lawful bases under UK GDPR.
Performance of a contract: creating and managing your account, providing access to our services, delivering customer support, and processing payments and subscriptions.
Legitimate interests: improving our products and services, monitoring platform performance, analysing usage trends, responding to enquiries, and protecting our systems against fraud and misuse. We balance these interests against your rights, and you may object at any time.
Consent: sending marketing communications where consent is required, and placing cookies that are not strictly necessary. You may withdraw consent at any time.
Legal obligation: meeting our legal, regulatory, tax, and accounting obligations.
Where we act as a data processor for a business that has hired a Pulsium agent, that business determines the lawful basis for the conversations its agent handles.
Marketing Communications
We may send information regarding our products, services, updates, and promotions where permitted by law.
You may unsubscribe from marketing communications at any time by using the unsubscribe link contained within our communications or by contacting us directly.
Sharing Your Information
We may share information with carefully selected third-party service providers where necessary to operate our business and provide our services.
Examples may include:
- Cloud hosting providers
- Payment processors
- Analytics providers
- Communication providers, including telephony networks that carry calls
- Artificial intelligence model providers, which process conversation content so an agent can understand and respond to it
- Customer support systems
- Security and monitoring providers
We require all third parties to maintain appropriate security measures and comply with applicable data protection laws.
We do not sell personal information.
We do not use your conversations, recordings, or business data to train AI models, and our AI providers are contractually prohibited from doing so.
Our Sub-Processors
The providers below process information on our behalf so that the platform can operate. We remain responsible for their handling of it.
- Google Cloud Platform, providing application hosting, database, file storage, and encryption key management; and the AI models that understand and generate conversation content
- Twilio, providing telephone numbers and the voice network that carries calls to and from your agents
- Stripe, providing subscription billing and payment processing
- Nango, the connection broker used when you link your own business software to Pulsium
- Firecrawl, providing retrieval of publicly available web pages for the market research included with Phoebe Intelligence
- Google Workspace, our transactional email provider, which delivers service notifications and reports to your team
We will update this list when our providers change.
International Transfers
We process information in the United Kingdom and the European Union wherever possible. Our own infrastructure (the application, its database, file storage, encryption keys, and knowledge-base index) runs in Google Cloud’s London region.
Some of our service providers, and some AI processing, may take place outside the United Kingdom.
Where information is transferred outside the United Kingdom, we rely on the UK International Data Transfer Agreement, or the UK Addendum to the European Commission’s Standard Contractual Clauses, together with a transfer risk assessment where one is required.
Data Security
We implement appropriate technical and organisational measures to protect information against accidental loss, unauthorised access, disclosure, alteration, or destruction.
However, no internet-based system can be guaranteed to be completely secure and users should take reasonable precautions to protect their account credentials.
Data Retention
We retain information only for as long as reasonably necessary to fulfil the purposes for which it was collected, including legal, regulatory, tax, and accounting requirements.
When information is no longer required, it will be securely deleted or anonymised.
For conversations handled by an agent, the hiring business chooses how long we keep call recordings, transcripts, and messages: 30, 60, or 90 days, or no retention at all, after which a daily automated sweep deletes them. Where a business has not chosen, the default is 30 days. A conversation the business archives is kept until it chooses to delete it; a conversation it moves to the bin is permanently deleted 30 days later. Deleting your account is covered separately on our Account Deletion page.
Your Rights
Under applicable data protection laws, you may have the right to:
- Access your personal information
- Correct inaccurate information
- Request deletion of information
- Restrict processing
- Object to processing
- Request portability of information
- Withdraw consent where applicable
To exercise any of these rights, please contact hello@pulsium.ai.
Third-Party Websites
Our website may contain links to third-party websites.
We are not responsible for the privacy practices or content of external websites and encourage users to review their privacy policies before providing personal information.
Children’s Privacy
Pulsium accounts are intended for businesses and for individuals aged 18 years and over. We do not knowingly create accounts for children.
Conversations handled by an agent on a business’s behalf may involve people of any age, for example where that business provides healthcare, education, or family services. Where this occurs, the hiring business is the data controller and is responsible for handling that information in accordance with its own obligations.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time.
Any updates will be published on this page and become effective immediately upon publication.