No matter what guidelines you put in place for your calls, a caller can say anything when they phone your number and it will be transcribed, analysed and stored.
Some of what they say is classified as Personally Identifiable Information (PII) according to GDPR legislation.
We use AI to review and classify the contents of your calls immediately after completion and categorise them as follows:
No PII detected – Caller made only general or anonymous statements, or general service enquiries. This data is retained on Bot Bureau for a period of 3 years.
Low risk – indirect identifier – Caller mentioned a general location, workplace, or occupation. This data is retained on Bot Bureau for a period of 90 days.
Medium risk – personal detail – Caller mentioned a first name, company name, or other limited personal detail. This data is retained on Bot Bureau for a period of 90 days.
High risk – direct identifier – Caller shared email, phone number, postal address, or other data uniquely identifying them. This data is retained on Bot Bureau for a period of 21 days.
Very high risk – special category data – Caller shared information about their own or another person’s health, medical condition, religion, ethnicity, political opinion, or sexual orientation. This data is retained on Bot Bureau for a period of 21 days.
Once data passed its retention period above, the relevant data field (call summary, transcript, etc.) will appear as [redacted] or [deleted].
All audio files are deleted after 21 days.
All integration data is deleted after 21 days.
Fields derived from transcript data such as Lead Score and Sentiment are retained for 3 years.