12. AI powered customer support chatbot „HubSpot Customer Agent“

We use an AI-powered support chatbot from our service provider HubSpot, called “Customer Agent,” to answer support questions about our product and on certain support channels, such as live chat, email, and messaging. When you interact with the chatbot, the content of your messages (e.g., technical details) is processed together with relevant information from our HubSpot knowledge base, which contains our technical documentation for the Intelligent Grid Platform (IGP).

The processing is carried out for the following purposes:

• Responding to and processing support requests

• Automated provision of assistance

• Forwarding to our support team

• Optimization of our support processes

If your request cannot be answered automatically or if you require personal assistance for other reasons, (only at your explicit request) the chat history including the information contained therein will be forwarded to a responsible support employee. This requires you to enter your contact details (e.g., email address). In this case, our employees will have access to:

• the previous chat history,

• the information provided in the request, including your contact details,

• any customer-related master data and previous support histories existing in HubSpot, insofar as this is necessary to process your request.

Access is granted solely for the purpose of processing your request and optimizing our support services.

The chatbot is provided by HubSpot as a processor in accordance with Art. 28 GDPR. HubSpot may use trusted AI infrastructure providers, such as providers of large language models, as sub-processors. These providers are contractually prohibited from using our data to train their own models and are subject to strict security and data retention controls. For more information, see HubSpot's AI and cloud infrastructure documentation and list of subprocessors:  https://trust.hubspot.com/

We configure the chatbot to access only the data categories necessary to answer your questions. Please do not share any special categories of personal data, such as health information or payment card numbers, with the chatbot. Instead, you can contact us at any time through our standard support channels.

Processing is based on:

• Art. 6 (1) (b) GDPR (performance of a contract), insofar as your request is related to a contractual relationship

• Art. 6 (1) (f) GDPR (legitimate interest in efficient support)

If personal data is transferred to third countries outside the EU/EEA, this will only be done in compliance with Art. 44 ff. GDPR, in particular on the basis of adequacy decisions or standard contractual clauses.

We only store personal data for as long as is necessary to process your request, document the support case, and comply with statutory retention obligations.

No automated decision-making takes place in accordance with Article 22 GDPR.

13. Recording and Transcription of Video Conferences

We use Microsoft Teams, a service provided by Microsoft Ireland Operations Limited, One Microsoft Place, South County Business Park, Leopardstown, Dublin 18, Ireland, to conduct online meetings, video conferences, and webinars.

At the request of many of our customers, partners, suppliers, consultants, and employees, selected video conferences in which particularly extensive or significant information is exchanged are recorded or transcribed. The purpose of this measure is to facilitate follow-up and review for all participants and to enable individuals who are unable to attend to subsequently access and understand the information shared (hereinafter referred to as the “Purpose”).

Accordingly, where the organizer considers it necessary for the Purpose, our video conferences may be recorded or transcribed using the recording or transcription functionality of Microsoft Teams (hereinafter collectively referred to as the “Recording”). The organizer will only choose the recording function if the transcription function alone is not sufficient to fulfill the Purpose. The Recording is used exclusively for the Purpose and will be made available only to the persons invited to the respective video conference for a limited period determined by the organizer, taking the Purpose into account. Upon request, the organizer may grant additional persons access to the Recording where this is necessary to fulfill the Purpose. The Recording will be deleted once the specified retention period has expired.

Immediately before the Recording begins, you will be given the opportunity to provide your consent to the Recording. If you do not provide consent, you may still participate in the video conference with your camera and microphone disabled and without using the chat function. Any comments, questions, or contributions may then be submitted to the organizer verbally or in writing after the video conference. Alternatively, the organizer may decide to hold the video conference without any Recording if a majority of participants do not consent. Any consent once given may be withdrawn at any time by disabling your camera and microphone and refraining from using the chat function for the remainder of the video conference.

The Recording may include video, audio, and, where applicable, shared screens or presentation content. The transcription function automatically converts the spoken content of the meeting into text. As part of the transcription process, Microsoft Copilot is used for the creation of the transcript. Microsoft Copilot is not used for any further purposes beyond transcription, such as analyzing the content of the transcript.

In this context, personal data may be processed, including in particular:

• Names and contact details of participants,

• Audio and video data,

• Contents of spoken contributions,

• Chat messages,

• Transcription data,

• Shared documents and presentations,

• Technical connection data.

The legal basis for this processing is Article 6(1)(a) GDPR (consent).

Further information on Microsoft's data processing practices can be found at: https://www.microsoft.com/en-us/privacy/privacystatement#mainenterprisedeveloperproductsmodule