The processor terms that apply when we handle personal data on a business customer's behalf — which is every voice and chat build, because callers and site visitors are your data subjects, not ours. Scope, instructions, security, sub-processors, transfers, audit rights, and breach notification.
Model, speech, telephony, and hosting vendors are all sub-processors. That list changes when a provider is added to the fallback chain or a voice vendor is swapped, so the agreement sets a notice period before a change takes effect and gives you a documented route to object.
Where an agent handles protected health information, a business associate agreement sits alongside this document rather than replacing it. The BAA governs the HIPAA obligations; this agreement continues to govern the general processing relationship. Both are signed before any regulated data moves.