Call Handling Data Flow

Call flow

• Caller
• Twilio, used for phone call handling, keypad input and speech input. Twilio inbound call processing is configured to use Twilio's Ireland (IE1) Region where supported.
• Alder AI Labs backend application hosted on Hetzner infrastructure in Helsinki, Finland, within the EEA.
• Anthropic, only where AI interpretation is enabled
• Nursery team receives the relevant enquiry outcome or summary

The call handling system is designed to collect only the details needed to handle the enquiry. AI interpretation can be disabled depending on the customer setup. Customer data is not used by Alder AI Labs to train AI models.

For this service, Twilio inbound call processing is configured to use Twilio's Ireland (IE1) Region where supported. This supports UK/EU-focused data handling, but the service should not be described as "EU-only" unless the full chain is confirmed as UK/EU-resident, including logs, AI processing, telemetry, support workflows, fallback infrastructure, and any related providers.

Website flow

• Website visitor
• Alder AI Labs website hosted on Vercel
• Website forms, analytics, logs or tracking tools where enabled
• Alder AI Labs receives the submitted enquiry or technical website data where applicable

The website and call handling backend are separate parts of the service. Vercel is used for website and frontend hosting. Hetzner is used for backend call handling application hosting.

Typical data involved

• Phone number
• Caller name where provided
• Parent or guardian enquiry details
• Child-related enquiry details where provided
• Visit or waitlist preferences
• Call interaction data
• Website request data and form submissions where applicable

Retention

Call enquiry records and system logs are retained only as long as necessary to provide and support the service, unless a different retention period is agreed with the customer or retention is legally required.

Specific retention periods can be agreed during onboarding.