Data processing

What happens to a customer enquiry?

VoiceAI receives an enquiry, creates information for handling it and makes the request available to the company’s team. The categories and purposes of standard-service data are described below.

01 / Data processing

Data through the service.

Calls and messages

Caller number, time and technical call information, plus audio, speech transcripts and summaries depending on the service. Content depends on what the caller provides.

Team follow-up

Ownership, status, notes and enabled messaging conversations. Data supports handling the request and following its progress.

Users and contracts

Accounts, roles, permissions and company contact, order and billing information. Service content is distinguished from NTC’s own contract and billing administration.

02 / Data processing

Customer and NTC roles.

The customer determines the purposes, instructions and access rights for its customer service. NTC processes service content on the customer’s behalf under agreed instructions. Roles for NTC’s own contract, billing and website administration are defined separately.

03 / Data processing

Providers and the data lifecycle.

Call transport, speech recognition, AI and message delivery may require service providers. Enabled functions determine what is transmitted. The DPA annexes must confirm providers and processing locations, any international transfers, and retention, return and deletion for each data category.

04 / Data processing

Rights requests and incidents.

Requests concerning a company’s own customers should go to that company. NTC support helps with questions about processing service data. Report suspected security incidents promptly to support and describe the observation without sending unnecessary call content.

aspa@nordictelecom.fi