Parkway Toyota - AI Outbound Calling Policy and use of your contact information.

1. Purpose

This policy outlines how Parkway Toyota uses Artificial Intelligence (AI) technology to support outbound customer communications. It ensures that all AI-assisted calls comply with applicable laws, including the Telephone Consumer Protection Act (TCPA), Federal Communications Commission (FCC) regulations, and relevant state and federal privacy requirements.

2. Scope

This policy applies to all outbound voice calls made on behalf of Parkway Toyota using automated or AI-assisted systems for customer engagement, service reminders, and satisfaction follow-ups.

3. Customer Relationship & Permissible Calls

  • Outbound AI-assisted calls are only made to existing Parkway Toyota customers with whom we have an established business relationship (EBR).
  • Calls are not telemarketing in nature; they are limited to:
    • Service interval reminders
    • Safety recall notifications
    • Appointment confirmations or rescheduling
    • Customer satisfaction surveys
    • Other communications directly related to a customer's Toyota vehicle serviced or purchased at Parkway Toyota

Per FCC guidance, such calls do not violate TCPA when made to a customer under an existing relationship.

4. Consent & Opt-Out

  • Customers provide consent at the time of purchase or service engagement, as part of the dealership-customer relationship.
  • Customers may opt out of AI-assisted calls at any time by:
    • Informing staff during service visits
    • Sending a written request
    • Emailing optout@parkwaytoyota.com (managed as a universal opt-out system).
  • All opt-out requests are honored promptly, and records are maintained in compliance logs.

5. Transparency & Data Use

  • Parkway Toyota's data collection, storage, and communication policies are published on our website.
  • AI-assisted systems only use customer information necessary to deliver relevant service communications.
  • Parkway Toyota does not sell or share customer data with unauthorized third parties.

6. Call Standards & AI Behavior

  • Calls are conducted in a professional, courteous, and customer-first manner.
  • AI voice assistants are configured to:
    • Clearly identify the call as from Parkway Toyota
    • State the purpose of the call upfront
    • Provide a simple method to connect to a live agent if needed
    • Respect opt-out requests immediately

7 Liability & Accountability

  • Parkway Toyota ensures that all AI-assisted calls are compliant with TCPA, FCC guidance, and applicable state laws.
  • Parkway Toyota does not conduct unsolicited telemarketing calls.
  • Internal audits and compliance monitoring are conducted periodically to ensure adherence to this policy.

Our goal is to provide helpful reminders and updates-not unwanted calls.