The information Amy may process depends partly on whether you have a Deriv account.

Messages and attachments

Deriv may process:

• The messages you send to Amy.
• Amy’s responses.
• Any images or attachments you submit.
• Other information you choose to provide during the conversation.

Identity and contact information

This may include:

• Your name.
• Your email address.
• A unique conversation identifier created by Deriv’s customer service platform.

Deriv account information

When you have a Deriv account, Amy may access:

• Your Deriv user ID.
• Your trading account login IDs.
• Your country of residence.
• The brand or region associated with your account.
• Your account status and any applicable restrictions.
• Your wallet balance.
• Your KYC or identity-verification status.
• Your payment and transaction history.

Verification information

Amy may process your email-verification status. If you verify your identity using your phone, your phone number is used temporarily for the verification process.

Conversation information

Deriv may also process information about the conversation, including:

• Timestamps.
• The communication channel.
• Language.
• Conversation status.
• Tags.
• Priority indicators.

Information processed if you do not have a Deriv account

If you do not have a Deriv account, Amy can access only:

• Your messages, Amy’s responses, and any attachments.
• Your identity and contact information.
• Conversation information and metadata.
• Other information you voluntarily provide.

Amy cannot access Deriv account, trading, wallet, compliance, payment, or transaction information for users who do not have an account.

Sensitive personal information

Do not share health information, details of financial distress, or other sensitive information within the meaning of the UAE Federal Decree-Law No. 45 of 2021 on Personal Data Protection, referred to as the UAE PDPL.

Amy is not designed to handle sensitive personal information. If you submit such information, Deriv will process it only where necessary to respond to your query.

Why Deriv processes your data

If you have a Deriv account, Deriv uses the relevant personal data to answer questions about your account and its products and services. This enables Deriv to support you as a customer and provide services associated with your account.

If you do not have a Deriv account, Deriv uses the information you provide to answer general questions about its products and services. This processing is based on Deriv’s legitimate interests under the UAE PDPL.

Deriv may also record and review conversations with Amy to:

• Assess service quality.
• Train staff.
• Monitor compliance with legal and regulatory requirements.
• Improve Amy and other Deriv services.

This processing supports Deriv’s compliance, service-quality, and improvement activities and is based on its legitimate interests under the UAE PDPL.

Automated processing

Amy operates as a fully automated system. However, it does not make solely automated decisions that produce legal effects or similarly significant consequences for you.

Amy’s responses are provided for informational purposes only.

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