Puzzel · Product

Puzzel Virtual Agent Suite

Customer Service

Discuss your question with Sten Franke →View in the Prism

Capabilities and fit

What it is used for: chat agent
ETHORITY analysis20 Oct 2026
Task classification by ETHORITY. Check the product’s documented scope against your task.

Data and controls

Does it train AI on your data?: Not used for training
Stated by the provider20 Oct 2026puzzel.com ↗
Provider describes a contractual training prohibition; confirm it in your DPA.
Certificates and audit reports: ISO 9001:2015 and ISO 27001:2013 (operational and development processes, per trust centre); AI page FAQ: 'ISO 27001 ... SOC 2 Type II certified'. Certification body not named.
Stated by the provider20 Oct 2026puzzel.com ↗
SOC 2 Type II is an attestation, even where the provider uses certified wording. The trust centre names ISO 27001:2013; confirm the current edition and certificate scope.

Additional data conditions

Subprocessors and underlying models: Sub-processors: Microsoft (Azure hosting, EU/EEA NL/IE; UK for UK customers), Boost.ai (chatbot framework, Ireland/AWS), AWS (ticketing, EU), Auth0 (EU), Signicat (Norway), Teleopti, EvaluAgent (EU), Capturi A/S (AI insights, EU), Vonage B.V. (voicebot API, EU), Scaleway (Paris), DeepL SE (machine translation, EU), Dustin Norway (backup). No LLM provider named. Customer data hosted in two Norwegian co-location facilities plus sub-processor infrastructure.
Documented by the provider20 Oct 2026puzzel.com ↗
No update date on page. AI page: 'Oslo private cloud, plus EU and UK Azure regions' and data 'does not route through US infrastructure' (https://www.puzzel.com/european-cx-ai-you-can-trust-puzzel).

Product-specific conditions

Deployment: SaaS on Puzzel 'Oslo private cloud' plus EU/UK Azure regions (hosting location specified in contract).
Stated by the provider20 Oct 2026puzzel.com ↗
No customer on-prem option stated.
Organisation fit: Quote/demo-led ('Request a quote', 'Request a demo'); no public plans or self-serve.
Stated by the provider20 Oct 2026puzzel.com ↗

Questions for the provider

Ask the provider which data region applies to your account.
Ask the provider for the price, billing unit and required commitment for your scope.
Ask the provider which retention and deletion terms apply, including when the contract ends.

Areas, data and technology

Customer Service

Sources

What the source marks mean

Each mark shows what kind of source backs a fact. Open the fact to read the source, the date it was checked and any conditions.

Documented by the provider: The provider's own documentation supports this fact, for the product, plan and date stated.
Stated by the provider: The provider says this, for example on a marketing page. Read the linked source and its conditions before you rely on it.
ETHORITY analysis: ETHORITY's assessment, based on the linked sources.
Independent source: An independent source supports this one fact, within the scope stated. Check the other facts separately.

Figures marked 'Scenario' are calculated from stated assumptions. Results measured in practice are shown separately.

Each source supports its recorded scope. Documentation depth and independent verification are separate.

https://www.puzzel.com/products/virtual-agent-suite · 19 Oct 2026
https://www.puzzel.com/products/virtual-agent-suite · 20 Oct 2026
https://www.puzzel.com/european-cx-ai-you-can-trust-puzzel · 20 Oct 2026
https://www.puzzel.com/neighbourhood/trust-centre/ · 20 Oct 2026
https://www.puzzel.com/sub-processors · 20 Oct 2026
https://www.puzzel.com/neighbourhood/trust-centre/privacy-policy/ · 20 Oct 2026

How we research →

AI DECISION BRIEF

A written comparison of up to three AI offerings · €195 net

You get the facts that matter for your decision, each with its source, the questions to ask each vendor and a cost estimate based on your own numbers. First you agree your three most important criteria with Sten Franke.

We deliver your brief by email within a maximum of five working days after payment is confirmed and we have agreed the question and minimum information needed to begin. ETHORITY confirms the start date and delivery date and delivers earlier when the reviewed brief is ready. Missing optional information is recorded and assessed; it does not require you to research the solution yourself. Review before delivery and email support are included.

Your decision question

Request the brief (email draft) →Request a call Find the right next step for you →

The buttons open an email draft you can edit before sending. You agree the work and timing directly with Sten Franke.

Data and controls

Does it train AI on your data?

Not used for training

Stated by the provider20 Oct 2026puzzel.com ↗

Provider describes a contractual training prohibition; confirm it in your DPA.

Certificates and audit reports

ISO 9001:2015 and ISO 27001:2013 (operational and development processes, per trust centre); AI page FAQ: 'ISO 27001 ... SOC 2 Type II certified'. Certification body not named.