Data use, training & retention
How this is scored
What happens to prompts, uploaded files, connected data and outputs: whether any of it trains a model (the vendor's or a model provider's), how long it is kept and where logs live, whether zero-retention is available, and whether a data processing agreement covers it.
0 — No statement on training or retention; the privacy policy is a website policy that does not cover the product.
3 — A general statement that business data is "not used for training", with no word on retention, on the model providers behind the product or on logs.
5 — Business data excluded from training by contract, retention periods stated for chats and files, and a DPA offered to business customers.
8 — No-training commitments stated for the vendor and every model provider it routes to, retention configurable by the admin (including deletion of chat history), zero-data-retention terms with the model providers named, and abuse-monitoring retention described.
10 — Data use fully accounted for: training, retention, logging and abuse monitoring stated per model provider, customer-controlled retention and deletion with an audit trail, outputs and connected data treated as customer data in the DPA, and an independent audit (SOC 2, ISO 27001 or ISO 42001) covering the product.
The Customer-Service Director
The privacy policy commits PolyAI to processing client conversations as a processor on the client's instructions, gives a six-year retention figure for client administrator records, and the security pages state SOC 2 and ISO 27001 certification. But we found no public information on whether recorded calls and transcripts are used for training, on retention of conversation data, or on zero-retention terms — and while Raven is advertised as "trained on 1B+ enterprise conversations", we found no public information on whether live client calls feed that training. That gap I would need closed before letting customer conversations flow. 2 4 6