Security and compliance

Customer contact is sensitive data

A voice agent listens in on customer-sensitive processes. That is why privacy is not an afterthought for us but a design principle from the start: for each agent we define which data it sees, what it may record and how long it is kept.

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How we handle your data

The journey of one conversation

From the opening line to what remains after the call, with what is recorded at every step.

  1. 1

    The call starts

    The agent says in its first sentence that it is AI, as the EU AI Act requires.

  2. 2

    Speech becomes text

    Storage in the EU, telephony from Amsterdam. We choose the speech recognition and language model that work best for each agent; the data processing agreement names the parties that do this.

  3. 3

    It looks in your system

    Only the fields it needs, fixed per integration.

  4. 4

    It does its work

    It only carries out the actions we have defined per integration.

  5. 5

    After the call

    Recording is off by default. What is kept, and for how long, we agree with you per agent.

And further

Data processing agreement

A standard part of the agreement, including the sub-processors in the chain.

One chain, one agreement

Telephony, speech recognition, language model and voice from one provider. We are your single point of contact for the whole chain.

Tested first, then live

For each agent we define what it may say and do. That is tested to our fixed test protocol, with a test report before go-live.

The law

What the EU AI Act asks of a voice agent

The AI Act is the European law on artificial intelligence. For voice agents it comes down mainly to one thing: transparency. Since 2 August 2026, anyone talking to an AI system has to know it. That is why our agents say in their first sentence that they are AI.

The law also bans a number of uses outright, among them inferring emotions from someone’s voice in the workplace. We therefore analyse only the text of a conversation and never the voice signal, and we do not apply that analysis to your own staff.

For most customer contact processes the lightest regime applies: be transparent and be able to show how you have arranged it. That last part we supply as standard, in the form of a data processing agreement, classification and documentation.

Analysis within the limits

What we do and do not analyse

Analysing conversations helps you steer, but not everything that is technically possible is wise or permitted. We deliberately keep away from the sharp edges of the law.

What was said

Outcomes, handling times and where the agent handed over. If we look at tone, we look only at the text of the conversation, never at someone's voice.

Emotions from voice characteristics

No emotions or personal traits from voice audio, and no analysis of your own staff. The AI Act sets hard limits there.

Frequently asked questions

What security and privacy teams usually ask

Are conversations recorded, and for how long are they kept?

Recording is off by default. What is kept, and for how long, we agree with you per agent and lay down in the data processing agreement.

Where is the data stored?

Storage in the EU, telephony from Amsterdam. We only store what the agent needs to do its work. Exactly what that is we agree with you per agent and lay down in the data processing agreement, with the full list of sub-processors.

What happens to my voice when I use the talk-now demo?

Your conversation runs on one network, from one provider. The demo agents make no recordings, keep no conversation history and send no diagnostic reports from your browser. After the call they do write a short report, so we can follow up; they say so during the call. Whatever is recorded technically for the connection falls under our data processing agreement. Feel free to use made-up details; the agent itself says it is a demonstration. More in our privacy statement.

Does the caller know they are speaking with AI?

Yes. Our agents introduce themselves as an AI agent at the start of the call, so there can be no confusion. That is a requirement of the EU AI Act and simply good manners: people speak differently when they do not know and find out afterwards.

Can we carry out a DPIA on this deployment?

Yes. We supply the technical description, the processing activities and the measures you need for it, and we join the assessment.

What happens if we stop?

Then processing stops and we agree how the data is returned or deleted. There is no annual contract: your agreement can be cancelled monthly.

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What we record
Talk now runs on one network, from one provider. No recordings are made and no conversation history is kept; no diagnostic reports leave your browser either. After the call the agent does write a short report: who you are, what your question was about, what you asked and what was discussed, in its own words and never verbatim, so we can follow up; it says so during the call and leaves it out if you prefer. What is logged technically for the connection itself falls under the data processing agreement. Get a call: your number is saved as a demo request in our CRM, we call you back and may follow up afterwards; details in our privacy policy.