What personal information does the ATB Virtual Agent (VA) collect and use?

The ATB Virtual Agent will collect and use personal information to:

• Verify your identity and authenticate you as an ATB client;
• Access your client profile, accounts and payment history;
• Process updates to your personal and contact information; and
• For other purposes related to the facilitation of products and services you request or obtain from ATB Financial.

ATB stores client personal information and data for no more than 7 years in line with its established retention periods. 

What other data will be retained?

To deliver the VA service, ATB partners with a third party. This third party securely stores the transcripts of the conversation for each VA session only for as long as needed to complete the necessary reporting and analytics. To protect your privacy, these transcripts are always masked (meaning all personal information is stripped out) or anonymized.

How is my data protected?

All data is encrypted in transit and at rest using industry standards and best practices:

• Strict access control, providing least privilege access.
• Continuous monitoring and logging of systems.
• Daily backups occur, and all information received by the third party is masked.

IMPORTANT NOTICE: DO NOT INPUT SENSITIVE INFORMATION
You should NOT input sensitive Personally Identifiable Information (PII) such as:

• Account numbers
• Social Insurance Numbers (SIN)
• Driver's license information
• Health information

The ATB Virtual Agent (VA) will NEVER request the above information. In addition, the VA will strip out (mask) this information if it is entered to protect your privacy.

Will my data flow to or be stored outside of Canada?

Yes, the third party temporarily stores the conversation transcripts of each VA session in the United States. The transcripts are securely deleted after the necessary reporting and analytics are completed.

For complaints, recommendations, suggestions, or issue escalation regarding the ATB Virtual Agent:

Please submit your feedback using our Client Feedback page.