use of AI chatbots

Using the AI chatbot grahamshop

Overview

This document describes how to use the AI chatbot provided by grahamshop on the website https://grahamshoping.fr. It outlines the purpose of the service, the data processed, users’ rights, and contact information. By using the chatbot, you acknowledge that you have been informed regarding the processing of personal data and the terms of use.

Chatbot Features

What the chatbot does

– Answer frequently asked questions about products, availability, orders, and shipping.
– Assist with navigating the website and direct users to the appropriate pages.
– Help resolve simple issues (order tracking, return procedures).
– Provide product suggestions based on information provided by the user, including item details and descriptions; can also prepare your order and send you a final payment link to make the process easier for you; it is strongly recommended that you always double-check your order before paying.

Note: The AI may ban you from our site if you violate the site’s policies regarding sensitive topics. 

What the chatbot doesn't do

– It does not replace a human advisor for complex requests or disputes.
– It must not be used to transmit sensitive data (credit card numbers, passwords, medical information, etc.).
– The responses provided are for informational purposes only and have no contractual value; it will not provide answers to sensitive questions that violate the store’s policies or digital laws. If you have any doubts about a question asked of the AI, it is important to contact the store directly.

Data Collected and Processing

Types of data collected

– Data provided directly by the user via the chatbot: name, email address, phone number, order-related information (order number, product code), messages, and requests.
– Technical and connection data: IP address, browser type, timestamps of interactions, cookies, or session identifiers necessary for the service to function.

Purposes of processing

– Provide automated responses and customer support.
– Process and track user requests (including forwarding them to a human customer service representative if necessary).
– Improve and train the chatbot service (statistical analysis, error detection), after anonymization where applicable.
– Prevent and detect fraud and ensure the security of the service.

Legal basis

– The processing necessary to provide the service (responding to customers, order management) is based on the performance of a contract or on a legitimate interest.
– When data is used for direct marketing or improvement purposes and is retained for an extended period, the processing may be based on the user’s explicit consent.

Data retention

– Data related to an order is retained in accordance with applicable legal retention periods (e.g., the retention period for evidence in the case of a commercial transaction).
– Technical logs and diagnostic data are retained for a limited period necessary for security and service improvement.
– Specific retention periods may vary depending on the purpose; if you have any questions, please contact grahamshop (contact information below).

Recipients of the data

– The grahamshop teams responsible for customer service and maintenance.
– Technical service providers working on behalf of grahamshop (hosting, analytics tools, chatbot engine providers). These providers act as subcontractors and are bound by confidentiality agreements.
– Competent authorities if disclosure is required by law.

Transfers outside the European Union

– Some technical service providers may host or process data outside the European Union. In such cases, appropriate safeguards are put in place (standard contractual clauses, transfers to countries that provide an adequate level of protection, or user consent when required).

Security

– Appropriate technical and organizational measures are in place to protect data against unauthorized access, disclosure, alteration, or destruction.
– However, no system is completely foolproof; we recommend that you do not share sensitive information via the chatbot.

Human Rights

List of rights

In accordance with applicable regulations (GDPR), you have the following rights, among others:
– Right of access: to obtain confirmation that personal data concerning you is being processed and to receive a copy of it.
– Right to rectification: request the correction of inaccurate data.
– Right to erasure (right to be forgotten): request the deletion of data, subject to legal retention obligations.
– Right to restriction of processing.
– Right to object: object to processing on legitimate grounds.
– Right to data portability: to receive the data you have provided in a structured, commonly used, and machine-readable format, where applicable.
– Right to withdraw your consent at any time, without affecting the lawfulness of processing based on consent prior to its withdrawal.

Exercising rights

To exercise your rights or for any questions regarding data processing, please contact grahamshop at: info@grahamshoping.fr

If you believe your rights have not been respected, you may also file a complaint with the French Data Protection Authority (CNIL).

Cookies and trackers

– The chatbot may use cookies or session identifiers necessary for its operation and to improve the user experience.
– For the use of non-essential cookies (such as analytics or advanced personalization), your consent may be requested in accordance with applicable regulations.
– For more information and to manage your preferences, please review the cookie policy available at grahamshoping.fr.

Limitation of Liability

– The information provided by the chatbot is for informational purposes only. grahamshop cannot guarantee the accuracy, completeness, or continuous availability of the service.
– grahamshop shall not be held liable for any direct or indirect damages resulting from the use of the chatbot in violation of the terms of use or from the user providing incorrect information.

Human assistance

– If the chatbot cannot answer your question, or if you prefer, your conversation can be transferred to a human agent.
– Information on how to connect and available hours may be provided on the website.

Changes to this page

– grahamshop reserves the right to modify this page to reflect changes to the service or applicable regulations. 

Contact

– Site : https://grahamshoping.fr
– Email: info@grahamshoping.fr

Pour toute question relative au chatbot ou à la protection des données personnelles, merci de privilégier le contact via le formulaire dédié sur grahamshoping.fr