Life cycle of a callDeletion periods
- Day 0Call. Audio, transcript and summary are created.
- Day 30The audio file is deleted.
- Day 180The transcript is deleted.
Call data in voiceOne · as of
Rules, not seals
Said. Protected.Deleted.
Data protection with the AI phone assistant: what happens to call data
Names, dates of birth and bank details come up on the phone, and even more in practices and law firms. This page shows the rules voiceOne follows with them – with deletion periods and a filter you can try yourself.
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00In short
How does voiceOne handle call data?
voiceOne does not use its customers’ call data to train language or AI models, not even at the model providers used. Audio files are deleted after 30 days, transcripts after 180 days. With the data protection filter you decide per assistant whether the language model receives IBAN, credit card number, date of birth, health insurance number and login credentials in plain text or only as placeholders. You find the data processing agreement in the application under Profile.
As of · applies to the voiceOne and mediOne brands
01Filter
What does the language model see of a call?
That depends on the level of the data protection filter you choose per assistant. With the default “Off”, the language model processes the call in plain text. “Count only” leaves the text unchanged and counts sensitive details. At the “Replace” level, IBAN, credit card number, date of birth, health insurance number and login credentials go to the language model only as placeholders; before the announcement and before every work step voiceOne puts the real value back in, so calendar and CRM contain the correct value. Name, email address, phone number, postcode and street are counted but never replaced.
Data protection with the language model · try it out
What the caller says
This is Erika Mustermann, born on 12.03.1961. Please collect the invoice amount from my account DE89 3704 0044 0532 0130 00, you can reach me on 030 23125456.
What the language model receives
This is Erika Mustermann, born on [DATE_OF_BIRTH]. Please collect the invoice amount from my account [IBAN], you can reach me on 030 23125456.
Replace: the IBAN and the date of birth go to the language model only as placeholders. Name and phone number are counted but not replaced. Calendar and CRM keep the real value.
Example with invented data, placeholders shown in simplified form. The filter does not work with all language models that can be selected in voiceOne. Setting in the assistant under “Data protection with the language model”.
02Deletion periods
How long does voiceOne keep recordings and transcripts?
In voiceOne, audio files of calls are deleted after 30 days and transcripts after 180 days. These periods apply to the call data of all assistants in voiceOne and mediOne.
Audio filedeleted after 30 days
Transcriptdeleted after 180 days
- No training
- Call data is not used to train language or AI models, not even by the model providers.
- Data protection notice
- Before the conversation starts, the assistant can play a data protection notice. You switch it on in the assistant’s settings.
- Data processing agreement
- You find the data processing agreement in the application under Profile.
03Questions
Frequently asked questions about data protection
Are calls used to train AI models?
No. Call data of voiceOne customers is not used to train language or AI models. This also applies to the model providers used.
How long does voiceOne keep recordings and transcripts?
Audio files are deleted after 30 days, transcripts after 180 days.
Which details does the data protection filter replace?
At the “Replace” level, IBAN, credit card number, date of birth, health insurance number and login credentials go to the language model only as placeholders. Name, email address, phone number, postcode and street are counted but not replaced.
Does the CRM then only contain the placeholder?
No. Before every announcement and every work step, voiceOne puts the real value back in. Calendar and CRM therefore contain the correct value; only the language model sees the placeholder.
Does the filter work with every language model?
No. The filter does not work with all language models that can be selected in voiceOne. You find the setting in the assistant under “Data protection with the language model”.
Where do I find the data processing agreement?
You find the data processing agreement in the voiceOne application under Profile.
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