We offer customer service and respond to enquiries, both digitally, by letter and by phone. In this context, we process personal data. You can call in to our customer and corporate customer service centre or contact us via our chat service. We are also available on social media, where we use a tool that collects enquiries to make it easier for our customer service personnel to address customer enquiries.
If you call our customer or corporate customer service centre, we need to process personal data in order to help you solve your inquiry. If necessary, the customer and business advisor will have access to information about your customer relationship and your contact history.
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.
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.
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.
When we collect and process information about you, you have several rights under data protection rules and legislation. This includes the right of access, the right to data portability, the right to rectification of any errors and the right of erasure, which means that we must, on our own initiative, delete information that is no longer necessary for the purpose of the processing. We will always consider any objections you may have to the processing of your personal data, and we will follow up when you opt out of direct marketin
Read about how you can exercise your data protection rights in our privacy notice under "Your rights".
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.
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.
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.
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.
When we collect and process information about you, you have several rights under data protection rules and legislation. This includes the right of access, the right to data portability, the right to rectification of any errors and the right of erasure, which means that we must, on our own initiative, delete information that is no longer necessary for the purpose of the processing. We will always consider any objections you may have to the processing of your personal data, and we will follow up when you opt out of direct marketin
Read about how you can exercise your data protection rights in our privacy notice under "Your rights".
DNB Bank ASA is responsible for the processing of your personal data.
We share personal data with our processors.