Customer service

We process personal data when we provide customer service and respond to inquiries—digitally, by mail, and by telephone. You can contact us through our customer and business service center, via chat, or on social media. On social media, we use a tool that collects inquiries to make it easier for our customer service team to follow up and resolve your requests.

If you call our customer or business service center, we process personal data to identify you and provide the correct assistance. Our customer advisors may, when necessary, access information about your customer relationship and your contact history. Read more about how we process personal data in connection with call recordings here.

We also use your digital behavioral data we collect from our digital channels, such as from online banking and mobile banking to give you better help when you contact us if you have consented to this. You can read about our use of cookies here.

DNB Bank ASA, DNB Asset Management AS and DNB Livsforsikring AS are independent data controllers for personal data processed in connection with enquiries concerning customer relationships in these companies.

The purpose of the processing is to provide customer service, respond to enquiries and provide advisory services through our various channels. The legal basis for the processing is to be able to fulfil the agreement we have with you.

We process your digital behavioral information from our channels based on your consent. You can change your choices at any time. Read more and update your choices here.

• identification data
• contact details
• financial data.
• Digital behavioral data; digital visitor logs to our websites and apps, your usage patterns, and banner ads.

We retain the chat logs for analysis and improvement purposes for 1 year. If you've spoken to a customer advisor, we'll store your chat history for 5 years.

We retain information for 5 years by other customer service.

We use Telenor as a data processor for the processing of personal data.

We process personal data when you use the chatbot Aino. When you write with Aino without being logged in to your online bank/mobile bank, Aino doesn't know who you are. Then we only process your IP address and what you enter in the chatbot and the answers you get.

If you are logged in, the chat logs are linked directly to you as a user, and the chatbot also has access to some of your personal data, as specified below.

To understand your questions and provide accurate answer, we use generative AI in some cases.

This information might be processed to prevent harmful use of the service and to improve our chatbot.None of your information is used to train the language model.

You can ask to speak directly to an advisor in logged-in chat. The customer advisors will then receive the chat history to be able to help you further.

DNB Bank ASA is responsible for the processing of your personal data.

The purpose of processing personal data is to provide customer service, respond to inquiries and enable you to perform simple banking services. The processing of personal data is based on our legitimate interest in offering a chatbot to users.

We also have a legitimate interest in being able to analyze the chat logs in order to improve the chatbot. Our legitimate interest is to be able to develop and improve our customer service and teach the chatbot to improve. If you have used the chatbot while you have been logged in, and the log is linked to you, you can object to this processing.

• chat logs
• IP address
• customer Program
• identification information
• financial information
• contact details

We store the chat logs for analysis and improvement purposes for 1 year. If you have spoken to an advisor, we will keep your chat history for 5 years.

We share personal data with our processors.

We process personal data when you use AI insights as a logged‑in customer in the mobile banking app in order to give you access to new functionality. This processing applies both when you use predefined questions in the chat (standard prompts) and when you formulate questions yourself.

If you are a test customer in Ønskebanken and use AI insights, the chat log will be directly linked to you in the mobile banking app. In order to provide you with relevant and personalised responses, the chat solution may have access to certain personal data about you, as specified below.

The chat log is stored only temporarily on your device (mobile phone) for as long as the chat session is active. When you end the chat, both the information and the personal data are automatically deleted. We use generative artificial intelligence to understand your questions and provide relevant responses. Please note that the responses may contain errors or inaccuracies and should not be regarded as financial advice.

The information you share in the chat may be used to provide responses based on your transactions and your customer relationship with us. None of your personal data is used to train or further develop the language model.

The chat log from AI insights will not be accessible to anyone other than you.

DNB Bank ASA is responsible for the processing of your personal data.

The purpose of the processing of personal data is to test the use of generative artificial intelligence in order to provide you, as a customer, with analysed and consolidated information about your transactions, paid bills, and upcoming bills.

The processing of personal data is based on our legitimate interest in exploring new solutions and obtaining feedback from our customers. This is done to assess whether the solution should be further developed, enabling us to offer more personalised analyses, banking services, and financial advice supported by artificial intelligence.

• Identification information
• Financial information
• Any other information the customer may provide in dialogue with the chatbot
• Combined and derived data (profiling) that is presented to you and may indicate aspects of your behaviour
• When a customer submits feedback via an email link in the mobile banking app, personal data is processed that includes the sender’s email address, the content of the email submitted by the customer, as well as email metadata (such as timestamps and message headers).

The chat log is stored only temporarily on your device (mobile phone) for as long as the chat session is active. When you end the chat, the chat log and any personal data are deleted.

We share personal data with our processors.

To provide our investment services, we are legally required to record telephone conversations with you and store electronic communication. We do this when you, as a customer, receive advice on loans, savings, investments, or similar services. We record all conversations you have with our advisors or brokers, for example in Markets and Private Banking.

DNB may review recorded calls and other electronic communication for quality control purposes. All logged information is protected with strict access controls and internal procedures to prevent unauthorized access.

To ensure stability and comply with legal requirements for financial advice, all calls pass through our secure recording system. Read more about the storage of personal data in a dedicated section.

Artificial intelligence (AI) is used in selected conversations at our customer service center. If it applies to your call, you will be informed. When you call in, the conversation is recorded and transcribed. This makes it possible for us to use AI to generate a draft summary of the conversation. An advisor will manually review each draft to ensure that the summary is accurate, relevant, and of high quality. The purpose is to provide efficient and consistent customer service.

The conversation may also be automatically categorized according to predefined topics. This gives us better insight into customer needs and is used for internal reporting, service improvements, and the development of new products.

We will review certain call recordings, transcriptions, and summaries to ensure that the technology functions correctly and does not generate discriminatory or other unintended or harmful information.

DNB Bank ASA is responsible for the processing of your personal data.

The purpose of processing personal data is to record telephone conversations and store electronic communication in order to ensure necessary documentation of the advice provided. We are legally obligated to record telephone calls under the Securities Trading Act.

If AI is used during the conversation, the purpose of processing personal data is to provide efficient and consistent customer service, as well as to improve our internal processes and services based on insights from customer inquiries. We have a legitimate interest in recording and transcribing conversations where AI is used. Our legitimate interest is to ensure quality, develop better solutions, and understand our customers’ needs.

• identification data
• contact details
• audio logs
• financial data.

Conversations related to investment services are stored in accordance with the Securities Trading Act for five years to ensure proper documentation. We retain an encrypted audio file of all conversations for 24 hours to maintain stability and meet legal requirements for financial advice.

We store recordings and transcriptions for 30 days when AI is used in the conversation so that we can provide efficient and consistent customer service.

We use a software supplier as a data processor for the processing of personal data. The data processor administers the audio logging system and makes recordings of calls available on our behalf.

We may be required by law to disclose information to public authorities. In addition, personal data about you may be disclosed to the Norwegian Financial Services Complaints Board in connection with the processing of complaints.