O Amy

Amy is Deriv’s AI-powered chat assistant provided by Deriv to help with general customer support queries. Amy can help with general account queries, product information, and navigation. Amy cannot provide financial, investment, tax, or legal advice, and cannot place, modify, or cancel any transaction or order.

Important: When you interact with Amy, you are interacting with a fully automated AI-powered system, not a human. If you would prefer to speak with a member of our team, type 'live agent' at any time.

At Deriv, we believe in being transparent about how we use your personal data. These FAQs explain how your information is processed when you use Amy.

These FAQs supplement Deriv's main General Terms of Use and Privacy Policy, which you should also read for a complete picture of our data practices.

For further details on Deriv’s approach to international data transfers, third-party processors, data retention, and your rights, please see our Privacy Policy.

If you have any questions about Amy or how Amy processes your data, please contact our Data Protection Officer. 

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Amy is designed to assist with general queries only. Please be aware that:

1. Amy cannot provide financial, investment, tax, or legal advice, and you should not rely on Amy's responses for those purposes.
2. AI responses can occasionally be incomplete or inaccurate. Always verify important information independently.
3. For sensitive or complex matters, please speak directly with a member of our team.

When you use Amy, Deriv may process the following categories of personal data:

1. Message content: the full text of your messages to Amy and Amy’s responses; any images or attachments you send.
2. Identity and contact data: your name, email address, and a unique conversation identifier assigned by our customer service platform.
3. Deriv account identifiers: your Deriv user ID, trading account login IDs, country of residence, and account brand/region.
4. Account and compliance data: account status and any restrictions, wallet balance, KYC/identity verification status, and payment and transaction history.
5. Verification data: email verification status. In case you verify by phone, your phone number is used temporarily for verification purposes.
6. Conversation metadata: timestamps, channel, language, conversation status, tags, and priority flags.
7. Any additional information you voluntarily provide in the course of your query.

If you do not have a Deriv account, Amy can only access items 1, 2, 6, and 7 above.

Please do not share sensitive personal information - such as health information, financial distress, or information that is classified as sensitive under applicable data protection laws in your country – through Amy. Amy is not designed to handle such information, and Deriv will process it only to the extent necessary to respond to your query.

Deriv processes your personal data collected through Amy for the following purposes and on the following legal bases under applicable data protection law:

1. If you have a Deriv account, we use your personal data to help with questions about your account and our products and services. We do this to support you as our customer and to provide the services connected to your account.
2. If you do not have a Deriv account, we use your personal data to answer general questions about our products and services. We do this so we can respond to your queries, and we rely on our legitimate interests under applicable law to process your data.
3. We may also record and review your chats with Amy to check service quality, train staff, monitor our compliance with laws and regulations, and improve our services. We do this to remain compliant, maintain good service, and improve Amy over time, and we rely on our legitimate interests under applicable law to process your data.

Automated processing: Amy is a fully automated system. However, no solely automated decision-making producing legal or similarly significant effects takes place through Amy. Amy’s responses are informational only.

In making Amy available to you, we work with a number of third-party providers:

1. AI processing (OpenAI and Google) - the text of your messages is processed by OpenAI (GPT-5) as the primary AI system and Google Gemini. Your data is transferred to them under appropriate contractual safeguards.
2. Chat platform (Intercom) - the platform that powers Amy’s chat interface stores your conversation history and contact details on its own servers.
3. Supporting services - We also use Weaviate (knowledge retrieval), Datadog (technical logging), and Twilio (phone verification) in connection with Amy’s operation.

All third-party providers are required to comply with applicable data protection laws and are subject to appropriate contractual safeguards.