Data protection notice for AI phone support

Use of an AI-powered voice assistant for handling incoming calls

1) Service provider

For the automated processing of telephone inquiries, we use AI telephone assistant software from the following provider: fonio GmbHNeustiftgasse 73-75/3/71070 Vienna, Austria.

2) Processing activities

Exclusively on the basis of your express consent in accordance with Art. 6 Para. 1 lit. a GDPR, which is requested directly at the beginning of the call, the software processes call contents by recording, transcribing and/or documenting them on our behalf in order to record, forward or answer your request. Automatic speech recognition (speech-to-text), semantic analysis (natural language processing) and, if applicable, text generation (text-to-speech) are used.

Furthermore, technical connection information (date, time, call duration) may also be processed, but this does not have a direct personal reference.

3) User profiles

To improve speech processing, pseudonymized caller profiles may be created for training purposes. Pseudonymization generally excludes direct personal identifiability.

The data is stored only as long as it is necessary for the stated purposes. Afterwards, the data is automatically deleted or - in the case of the creation of user profiles - pseudonymized.

4) Data Processing Agreement

We have concluded a data processing agreement with the provider, which protects caller data and prohibits disclosure to unauthorized third parties.

5) Rights of data subjects

Applicable data protection law grants you the following data subject rights (rights to information and intervention) in relation to the processing of your personal data by us, whereby the cited legal basis refers to the respective exercise requirements:

  • Right of access in accordance with Art. 15 GDPR;
  • Right to rectification in accordance with Art. 16 GDPR;
  • Right to erasure in accordance with Art. 17 GDPR;
  • Right to restriction of processing in accordance with Art. 18 GDPR;
  • Right to notification in accordance with Art. 19 GDPR;
  • Right to data portability in accordance with Art. 20 GDPR;
  • Right to withdraw consent given in accordance with Art. 7 Para. 3 GDPR;
  • Right to lodge a complaint in accordance with Art. 77 GDPR.