Privacy policy

Who we are

Kola is an automated voice assistant that phones customers on behalf of banks and businesses, for example to finish an account sign-up or to follow up an unfinished payment. Kola is operated from Nigeria at kolapp.tech.

In most cases the bank or business that asks Kola to call you decides why and how your data is used. That organisation is the data controller, and Kola processes your data for it as a data processor. For our own website and dashboard, we are the controller.

What we collect

Your name, phone number and email address, as the bank or business holds them.

What is said on the call. We keep a written transcript of the conversation, the call's time and length, its outcome, and any rating you give afterwards. The voice service that runs the call may also keep the call audio.

Account details that Kola looks up during the call, for example whether your sign-up is finished, your balance, or the status of a payment. We use these only to help with that call.

Your language choice, English, Pidgin or Yoruba, so we can speak to you in it next time.

A call from Kola is automated and may be recorded

Kola tells you at the start of each call that it is an automated assistant and that the call may be recorded. If you do not want to continue, say so or hang up. We will not ask for your PIN, password, one-time code or card number, and you should never give them to Kola.

Why we use it

To make the call you were told about, and to carry out what you agree to on it, for example sending a sign-up invite or a payment link.

To show the bank or business what happened on the call, to fix problems, and to improve the service. We do not sell personal data.

Who else handles it

We use service providers to run Kola: telephone and voice services (currently ElevenLabs and Twilio), an AI language model (Anthropic's Claude), SMS and email delivery, database and hosting providers, and, for payments, Paystack. They process data only to provide that service. Some of them are outside Nigeria, so your data may be transferred abroad. When it is, we rely on providers that protect it to a comparable standard.

We share call records with the bank or business that asked for the call, and with authorities where the law requires it.

How long we keep it

We keep call records only as long as we need them to run the service for the bank or business, to meet legal duties and to settle disputes. You can ask us to delete your records sooner, and we will do so unless the law requires us to keep them.

Your rights

Under the Nigeria Data Protection Act 2023 you can ask to see the data we hold about you, correct it, have it deleted, limit or object to how it is used, receive a copy, and withdraw consent at any time. You can also ask not to be called again.

To use any of these rights, email us at the address below. If you are not satisfied, you may complain to the Nigeria Data Protection Commission.

Security

We use encrypted connections, restrict access to call records, and keep secrets such as keys out of our code. No system is perfectly secure. If a breach puts your rights at risk, we will tell the people and regulators the law requires us to tell, within the time it sets.

Contact

Questions, requests to see or delete your data, or requests not to be called: email team@kolapp.tech.