Where your calls are kept, and who can see them
Calls carry people's names, numbers and problems. Here is plainly where DialXAI keeps them, who can see them, and what callers are told.
Where your data is kept
| What | Where |
|---|---|
| Calls, recordings, transcripts, contacts, reports and accounts | A secure cloud data centre in Africa. Where your organisation requires it, recordings, transcripts and logs are also kept in your own country, on storage you control, agreed before you go live. |
| Approved articles the assistant answers from, and the search index built from them | A secure cloud data centre in Europe, beside the AI model |
| The AI model that writes answers and call summaries | A secure cloud data centre in Europe. The text of a question or a transcript is sent to it to get an answer, and is not used to train the model. |
The AI services that understand speech run only in large cloud data centres today. As they become available closer to our customers, we move processing nearer to them.
How it is protected
Encrypted
Browsers reach DialXAI over HTTPS (TLS 1.2 or later), from the browser to the cloud edge and again on to DialXAI's servers. The database and stored files are encrypted at rest.
Organisations kept apart
Every record belongs to one organisation, and every request is limited to the caller's own organisation. Tests check that one organisation cannot read another's calls.
Roles
Owners, administrators, supervisors, agents and viewers each see what their role allows, checked by the server on every request.
Recordings behind a sign-in
Recordings are never public files. They play only for signed-in people allowed to see that call.
Personal details removed for analysis
Personal details are removed from the copy of the transcript that DialXAI analyses and summarises.
Backups
The database is backed up automatically every day and kept for 30 days, so it can be restored to an earlier point.
Sign-in
Invitation only, limits on password attempts, short-lived sessions renewed in the background, and a one-time emailed link to reset a password.
Signed messages
Call events from the phone platform reach DialXAI signed with a secret and are refused if they are not, or if they are old.
The AI is checkable
Every answer the assistant gave a caller is stored with the call and the articles it came from.
What callers are told
Every call says that the caller is speaking with an automated assistant, that the call is recorded, and that they can ask for a person at any time. People you call out hear that the call is recorded before your agent speaks.
Your data, your decision
Your organisation owns its calls, contacts and articles. We use them only to run DialXAI for you. Ghana's Data Protection Act 2012 (Act 843) applies to how we handle personal data; see our privacy policy.
Questions about security? Ask the people who built it.
Bring your IT or data protection officer to the demo, and we go through it together.