Draft pending legal review. This page is a working draft and is not yet a binding notice. Our main privacy policy and your privacy rights explain how personal data is handled.
You will be told when you are speaking with an AI
Our AI agents say that they are AI at the start of the conversation. They do not pretend to be a person. If you ask during the call whether you are speaking with a human, the agent will tell you the truth.
Calls may be recorded and transcribed
Calls handled by our agents and specialists may be recorded and turned into a written transcript. You will be told at the start of the call when this is the case. Recordings and transcripts are used to complete your request, to check quality and compliance, to train and coach our teams and to improve how our agents handle calls, within the limits set by our client and the law.
Card and personal data are redacted
Card numbers and other sensitive personal data are removed from transcripts and logs. Consequential actions, such as setting up a payment plan or changing an account, are checked against policy or approved by a named person and recorded on a tamper-evident audit log.
You can ask for a person
At any point, say that you want to speak with a person. The agent will transfer you to a human specialist where one is available, together with what you have already said, so you do not have to repeat yourself. If no one is available right away, the agent will offer a callback or another way to reach the team.
How long recordings are kept
We usually handle calls on behalf of a client, such as a lender or a utility. Each client sets how long recordings and transcripts are kept, in line with the laws and regulations that apply to it. When the retention period ends, the data is deleted or anonymized.
Opting out of recording
Where the law gives you the right to refuse recording, you can tell the agent at the start of the call or at any time during it. The agent will stop recording or transfer you to a way of completing your request without a recording. Some requests may not be possible without a record, for example where the law requires one. If so, we will tell you.
Questions or requests
Email hello@billgosling.ai. To access, correct or delete a recording, see your privacy rights.
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