Information collection and use
Text Translations
Babylon Support uses the Deepl Pro API to perform translations. When a user utilizes the "Translate" button, the translated text is not only displayed to the support technician but is also saved as a part of the ticket's conversation history under the name of the technician who initiated the translation. This ensures that all interactions are clearly documented and attributed to the correct user, enhancing accountability and transparency within the helpdesk workflow.
Personal Data
From the release (2.2.*) , Babylon Support collects additional user data to enhance functionality and user experience:
User Email: We collect the email addresses of users to potentially offer personalized support and direct communication.
URL Information: We collect the URL from which the plugin's button was pressed. This helps us understand the context in which our plugin is used and improve its functionality.
Query Length: We collect information about the length of the text (number of characters) processed by the plugin. This data helps us optimize our services, enhance the user experience, and prevent errors.
These data are used solely for the purposes described above. The collection of this information allows us to analyze usage patterns and make necessary improvements to Babylon Support, ensuring a more efficient and error-free operation.
Data Usage
The data collected are used to:
Enhance the functionality and efficiency of the plugin.
Provide personalized user support and communication.
Conduct analysis to improve the overall performance of the plugin and to identify and rectify any operational errors.
Third-Party Engagement
To perform translations, Babylon Support uses the Deepl Pro API. This prevents the transmission of sensitive customer data to public translation services. We only transmit to DeepL the texts that users wish to translate and do not use these data for any other purposes.