Jump to web page content

Use of an AI-powered voice assistant to handle incoming calls

1) Service Provider

For the automated processing of telephone enquiries, we use AI telephone assistance software from the following provider: fonio GmbH, Neustiftgasse 73-75/3/7, 1070 Vienna, Austria.

2) Processing Activities

Exclusively on the basis of your express consent pursuant to Art. 6(1)(a) GDPR, which is requested directly at the beginning of the call, the software processes the content of conversations by recording, transcribing and/or documenting them on our behalf in order to record, forward or respond to your request. For this purpose, automatic speech recognition (speech-to-text), semantic analysis (natural language processing) and, where applicable, text generation (text-to-speech) are used.

Technical connection information (date, time and duration of the call) may also be processed; however, this information does not directly identify a person.

3) AI Software

For the technical implementation, the following service provider is used. Based on your consent pursuant to Art. 6(1)(a) GDPR, the processed content is transmitted to this provider for the purposes of hosting, speech recognition and semantic analysis:

OpenAI Ireland Ltd., 1st Floor, The Liffey Trust Centre, 117-126 Sheriff Street Upper, D01 YC43 Dublin 1, Ireland.

4) User Profiles

In order to improve speech processing, pseudonymised caller profiles may be created for training purposes. As a general rule, pseudonymisation prevents direct identification of the individual concerned.

The data is stored only for as long as is necessary for the purposes stated above. It is then automatically deleted or, where user profiles are created, pseudonymised.

5) Data Processing Agreement

We have entered into a data processing agreement with the provider, which protects callers' data and prohibits its disclosure to unauthorised third parties.

6) Data Subject Rights

Applicable data protection law grants you the following rights in relation to the processing of your personal data by us (rights of access and intervention), subject to the respective requirements for exercising these rights as set out in the legal provisions referred to below:

  • Right of access pursuant to Art. 15 GDPR;
  • Right to rectification pursuant to Art. 16 GDPR;
  • Right to erasure pursuant to Art. 17 GDPR;
  • Right to restriction of processing pursuant to Art. 18 GDPR;
  • Right to notification pursuant to Art. 19 GDPR;
  • Right to data portability pursuant to Art. 20 GDPR;
  • Right to withdraw consent pursuant to Art. 7(3) GDPR;
  • Right to lodge a complaint pursuant to Art. 77 GDPR.