Data and security
Where the calls go, and who can hear them.
If you run a practice, a firm or a clinic, someone will ask you these questions before you sign anything. Here are the answers in advance.
-
1
What gets recorded
The audio of the call, a transcript, and a short written summary. Whatever a caller says out loud is captured, which for your business will often include names, phone numbers, dates of birth and the reason they are ringing.
-
2
Callers are told
The greeting says the caller is speaking to an AI assistant and that the call is recorded. We do not build agents that pretend to be human, and we do not record people who were not told.
-
3
Who can see it
You can, through your client portal, using a sign-in link sent to an address you nominate. We can, in order to fix problems and tune the agent. Nobody else. Your calls are never used to train a public model.
Straight answers
The questions your compliance person asks
Who are the third parties involved in a call?
We would rather list them than be asked. The voice platform that carries the call and stores recordings, the speech recognition that turns audio into text, the language model that decides what to say, the text-to-speech that produces the voice, our hosting, and the mail provider that sends your summaries. If you need the specific company names and their locations for a supplier assessment, email us and we will send the current list in writing, because it can change and a webpage is a bad place to promise it will not.
How long are recordings kept?
For as long as you want them and no longer. Tell us your retention period and we set it. If you have no view, we suggest keeping recordings for a short period and transcripts for longer, since the transcript is what you would actually go back to. Any individual call can be deleted on request.
Can we delete a specific call?
Yes. Tell us which one and it goes, including the recording, the transcript and the summary. If a caller exercises a right to erasure, that is the mechanism.
Are you a controller or a processor?
For call content, you are the controller and we are the processor. It is your patients, clients and customers, and we handle their data on your instructions. That is why the data processing agreement is between us rather than between us and them.
Will you sign a data processing agreement?
Yes. Email us and we will send one over. If your organisation has its own standard DPA it wants used instead, send it and we will review it rather than insisting on ours.
What happens to our data if we leave?
You can export your transcripts and recordings before you go, and we delete what remains on request. There is no hostage-taking of your call history to make leaving difficult.
Is the agent trained on our calls?
Only for you. If you are on a tier that includes monthly tuning, we read your real transcripts and improve your agent’s script from them. That work stays inside your agent. Your calls are not pooled with anyone else’s and are not used to train any shared or public model.
Need this in writing for a supplier form?
Email us with what your organisation needs and we will complete it properly rather than pointing you back at this page.