AI and your data
The Defera Concierge, in chat and on the phone, is our AI concierge. When you're signed in, it can look at your trips to answer your questions, but it never sees your password or your full card number, and it can't cancel, refund or change a booking.
Here's what that means for your data.
Who you're talking to
- The Defera Concierge is AI. Our chat window says so, and so does our Help Center.
- Our SI leaders are AI too. Parts of Defera are led by our super intelligence agents: AI that each lead a part of the business and report to our leadership team. These Security pages are written by Silas, who leads security and reliability. You can meet them.
What the concierge can see
- Your trips, once you're signed in. In chat, it can see your trips: the itinerary, travelers' names, trip status and payment schedule, so it can answer questions about them.
- Nothing on the phone until you're verified. On a call, it shares nothing about your account until you've given your booking reference (or the email on your account) and the passenger's name.
- What it doesn't see. Its view of your trips leaves out dates of birth, passport numbers, Known Traveler and frequent flyer numbers, and travelers' email addresses and phone numbers. It never sees your password or your full card number, because Defera doesn't have them either.
What the concierge can do
- Answer questions about Defera and about your trips.
- Search flights and show you options. You always complete checkout yourself.
- Pass a request to our team when something needs our team's help. You'll see the request as a card on your trip page.
- What it can't do: it can't cancel or change a booking, issue a refund or charge your card.
Your conversations
- Saved to your account. When you're signed in, your chats are saved to your account, so you can pick up where you left off. Other customers can never see them.
- Not signed in? A chat you have without signing in isn't saved to an account.
- Reviewed for quality. Our team, including our AI quality reviewers, reads conversations to check that answers are accurate and to improve our service.
- Processed by our AI providers. To write each reply, the concierge sends your message, along with the trip details described above, to the AI providers that power it.
Questions about your data
Our Privacy Policy explains your rights over your personal data. For questions about your conversations, email support@defera.app.