AI and data
How we handle your data
The Privacy Policy is the formal document. This is the plain one. If they ever disagree, the Privacy Policy governs. We wrote this because you are about to hand someone your phone line.
The short version
Six things, then the detail
- 01
Your data is yours. We hold it to do the job you hired us for and nothing else.
- 02
We do not train AI systems on your data or your callers' data, and neither do the providers we use.
- 03
It is stored and processed in Australia.
- 04
We use your existing accounts through delegated access. We do not want your passwords.
- 05
The AI does the work. A person is accountable for it.
- 06
When you leave, you take your data and we remove our access.
What it does
What the AI actually does
We use speech systems and large language systems from other companies. We do not build our own.
Answering your calls
The audio goes to a speech provider to become text. The text goes to a language system, which decides what to say back inside the rules you set. The reply is spoken to the caller. Bookings and messages are written into whatever system you already use.
Marketing audits
We connect to your existing advertising and analytics accounts, pull the performance data, and use AI to help read it. A person reviews every audit before it reaches you.
Anything we build for you
What the AI touches depends on what you asked us to automate. We tell you specifically, in writing, before we build it.
What it does not do
The line it does not cross
- 01
It does not make a decision about a person that carries legal or similarly significant consequences for them.
- 02
It does not spend your money without a rule you approved.
- 03
It does not contact your customers outside what you agreed.
- 04
It does not learn from your data in a way that could surface your information to anyone else.
The general rule, which is the same one the rest of this site is built on: anything that sends, pays, changes or contacts stops and waits for a named person. Not a role, not a shared inbox. A person, by name, and the handover is recorded if it moves.
Email privacyWhere it goes
Where your data goes
01
Running this means your data passes through infrastructure we do not own: hosting to run the software, telephony to carry calls and messages, speech and language providers to hear and answer, and your own connected accounts, which stay yours.
02
Stored and processed in Australia. Where a system is only available outside Australia, we tell you which country before you engage us to use it, not afterwards.
03
We can tell you which providers are involved in your specific setup. Ask, and we will name them in writing within two business days.
Training
Not training, and how you would know
01
Our providers are engaged on terms that do not permit training on data submitted through their business interfaces, and do not permit retention beyond returning the response.
This matters more than it sounds. Several of the better-known companies in this category reserve the right to train on customer and caller data in their own published policies, and at least one says so outright while also describing itself as a processor acting on its customers' behalf. It is worth reading the policy of anyone you are comparing us with, including us. The sentence to look for is not we take privacy seriously. It is whether the word train appears, and what it is attached to.
Access
Access, not passwords
01
We do not ask for your passwords.
02
We ask to be added to your accounts as a user with the access the work needs. You can see exactly what we have access to, you can see what we did, and you can remove us without changing anything.
03
Where a shared credential is genuinely unavoidable it is never kept in a spreadsheet, a document or a message.
Recording
Recording calls
01
Every call our system answers opens with an announcement, before the conversation starts, that says the call is recorded and transcribed, that both are shared with the providers who help handle the enquiry, that staying on the line means the caller agrees, and that anyone who would rather not be recorded can hang up and reach the business in writing.
It is on by default. If you ask us to turn it off we will ask you for that in writing, because at that point you are carrying a risk we can no longer help you carry.
We wrote the announcement the way we did because Australian recording law is nine sets of rules, not one, and because the states that let a party record a call are mostly the ones that restrict passing the recording on, which is the entire point of a transcript. Consent is the only basis that works for both halves in every state. The full reasoning, with the Acts and the sections, is in the Privacy Policy.
You choose how long recordings are kept. We delete them on that schedule.
When it is wrong
When it gets it wrong
01
It will, sometimes. Language systems produce confident wrong answers and speech systems mishear, particularly on accents, on older voices and on poor lines.
02
What we do about it: every automated action is logged so it can be reviewed. Anything with real consequences waits for a person. A caller can ask for a person and get one. You can read the transcripts and tell us what to fix.
03
What we ask of you: tell us when something goes wrong rather than working around it. Fixing the rule is faster than living with it.
How long
How long we keep it
01
Call audio for 90 days, transcripts for 12 months, both adjustable by you inside a range. Client records and financial records for 7 years, because Australian company and tax law require it. Nothing requires us to keep call audio for any period at all, which is why the default is short.
The Privacy Policy has the full table.
When you leave
When you leave
- 01
We export your data to you in a usable format.
- 02
We delete it from our systems within 30 days of that export, and we will confirm in writing that it is gone if you ask.
- 03
We remove our access to your accounts.
- 04
Anything built specifically for you is covered by your contract, which sets out what you keep.
There is no clause anywhere in our arrangement that holds your data hostage to make leaving difficult.
Ask anything
Questions about this come here
[email protected]. Ask us anything about this, including which providers your setup uses and what they do with the data. If we cannot answer clearly, that is a problem worth knowing about.