Data Protection and AI Telephone Assistance
Our AI assistant, Luna, helps with administrative matters and appointment scheduling. Here, you can learn what data is processed, how long it is stored, and how to contact our practice team directly instead.
Controller and Data Protection Contact
Dr. Stefan Schmid
Independent Dentist
diadentis · Dental Practice Dr. Stefan Schmid
Rellinghauser Straße 304
45136 Essen
Phone: 0201 25 794
Email: info@diadentis.de
You can also use these contact details to ask questions regarding data protection and to exercise your rights.
What Luna handles
Luna is an AI-powered supplement to our in-person practice team and is available by phone around the clock. This does not guarantee uninterrupted technical availability. Luna handles administrative matters and appointment scheduling. It does not replace dental consultation, diagnosis, or emergency care.
For this purpose, we use the service provided by PraxiPal GmbH, Scharnhorststraße 24, 10115 Berlin. PraxiPal processes data on our behalf under an agreed model of commissioned data processing subject to instructions, in accordance with Art. 28 of the GDPR. Dr. Stefan Schmid remains responsible for the processing carried out by our practice.
Start of conversation, consent, and recording
At the start, Luna introduces itself as an AI assistant and asks: “May I help you?” During the established conversation flow, a “Yes” response or the immediate description of a request is recorded as consent to the AI conversation. This consent is documented in the call log. Only recordings of conversations for which consent has been documented are stored. Luna also answers questions regarding data protection upon request.
Conversations with Luna may be recorded, transcribed, and summarized. The conversation data and associated event logs are used to handle your request, organize appointments in a traceable manner, and ensure quality. Authorized practice staff can review the details of interactions; PraxiPal conducts random quality checks to identify errors and improve processes.
Use of Luna is voluntary. If you do not wish to speak with the AI, please ask to be transferred to the practice or use the personal contact methods listed below. This website notice does not constitute a request for consent and does not replace the communication that takes place at the beginning of the call.
Data processed
- Your voice and the information shared during the conversation, including details regarding your request and, where applicable, your health;
- Contact and patient data as well as appointment details, insofar as these are used to process the conversation;
- Recordings, transcripts, and summaries of the conversation;
- Documentation of consent as well as technical connection and event data, such as time, duration, and logged actions.
The information comes from your conversation and from our connected practice software, charly by solutio. The integration covers patient data and appointments; changes are made through appointment management. This description does not cover a complete treatment record or rights to change all patient data.
For quality and process analyses, the PraxiPal service also provides for the evaluation of pseudonymized communication metadata. This involves examining, for example, recurring contact events and technical processes. Pseudonymization means that directly identifying characteristics are replaced; in this context, it is not equated with the complete anonymization of all underlying data.
Purposes and legal bases
AI-based communication regarding content—which relies on your consent—along with the associated access to patient data and call recording, is based on Art. 6(1)(a) GDPR. Where health data is involved, your explicit consent pursuant to Art. 9(2)(a) GDPR is the governing factor.
The technically necessary connection and the limited communication required to clarify your consent are based on Art. 6(1)(f) GDPR. Our interest lies in being reachable to handle telephone inquiries and in offering you a choice between AI support and personal contact. Documenting the consent provided serves to demonstrate compliance pursuant to Art. 7(1) GDPR.
Subsequent appointment scheduling and treatment preparation serve the purpose of implementing or initiating the treatment relationship (Art. 6(1)(b) GDPR). Where health data is processed for care purposes in this context, Art. 9(2)(h) and (3) GDPR apply. Legally required treatment documentation is based, in particular, on Art. 6(1)(c) GDPR in conjunction with Section 630f of the German Civil Code (BGB). These purposes are to be distinguished from voluntary AI call recording.
The technical analysis of quality and workflows based on pseudonymized metadata serves our legitimate interest in ensuring reliable communication and troubleshooting (Art. 6(1)(f) GDPR). This does not authorize the use of call content or health data for other purposes beyond the conditions specified.
Recipients and processing region
Recipients may include the practice staff responsible for your inquiry, PraxiPal, and the technical subcontractors engaged in each case. These include service providers for telephony, cloud operations, AI computing power, speech recognition and synthesis, and error analysis. Not every technical service provider is involved in every call.
The PraxiPal contract documents designate the European Economic Area (EEA) as the location for processing. The group of service providers includes companies based in the USA or affiliated with international corporate groups. A distinction is made between the company’s registered office and the contractually agreed place of processing. The contract limits transfers outside the EEA to recipient countries covered by an adequacy decision from the European Commission.
If you have questions about the recipients involved in your case or the agreed transfer safeguards, please use our data protection contact details above. Additional provider information is available in the PraxiPal privacy information for the AI receptionist.
Storage period
The following standard contractual periods apply to the PraxiPal service we use; to the best of our practice’s knowledge, no deviating periods have been agreed upon or configured:
- Audio recordings and transcripts: generally 30 days.
- Calls with identified processing errors: until the review is concluded, up to a maximum of one year.
- Communication metadata and call summaries: generally ten years.
The ten-year retention period for PraxiPal metadata and summaries is a contractual standard, not a blanket statutory retention requirement for every type of call. For information that lawfully becomes part of your medical record, the practice’s own retention rules apply: generally ten years after the conclusion of treatment, in accordance with Section 630f (3) of the German Civil Code (BGB), unless other regulations prescribe different timeframes.
Your statutory rights regarding erasure and restriction remain unaffected. Revocation of consent terminates processing based on that consent for the future; other lawful grounds for retention—such as necessary treatment documentation or the investigation of a specific error—must be considered separately.
Personal Alternative
If you do not wish to speak with Luna, you may request to be transferred to the practice. You can reach our practice team by phone:
- Monday to Wednesday: 08:00–16:00;
- Thursday: 08:00–15:00;
- Friday: 08:00–13:00.
Outside these hours, you can leave a message in the system for the practice to call you back. Alternatively, you can try calling again during the hours when personal phone support is available. Immediate acceptance of a transfer or a callback at a specific time cannot be guaranteed.
You can also contact the practice by email at info@diadentis.de or in person. Without the information needed for your request, we may be unable to process it or identify the relevant appointment. Treatment appointments take place Monday to Friday by arrangement between 07:00 and 17:00; these are separate from the team’s telephone hours.
We do not use additional written communication via SMS, email, or website chat through PraxiPal. Standard practice emails, appointment reminders via Roger, and online appointment booking with Dr. Flex are separate processes.
Your data protection rights
You may revoke your consent at any time with effect for the future—for example, by email to info@diadentis.de, by telephone at 0201 25 794, or in writing to the practice address listed above. The lawfulness of processing carried out prior to the revocation remains unaffected.
Subject to statutory requirements, you have the right to access, rectification, erasure, restriction of processing, and data portability. You may object to processing based on legitimate interests on grounds relating to your particular situation.
You may also lodge a complaint with a data protection supervisory authority, specifically the State Commissioner for Data Protection and Freedom of Information of North Rhine-Westphalia (Landesbeauftragte für Datenschutz und Informationsfreiheit Nordrhein-Westfalen), Postfach 20 04 44, 40102 Düsseldorf. You can find information and complaint procedures at ldi.nrw.de.
Further information regarding other data processing activities at our practice and on our website can be found in our Privacy Policy.
Last updated: September 14, 2026.