AI Voice Terms

The AI Voice assistant is not a person; it is a system run by artificial intelligence (AI). At the start of the call the assistant clearly says that you are speaking to an AI. You can ask at any time during the call to speak to a human; if the Client’s configuration allows it, the assistant will then transfer you or schedule a call back.

During voice calls the system converts your speech to text, interprets it using artificial intelligence and replies with synthesised speech. What the assistant does depends on the Client’s configuration (e.g. answering calls, answering questions, booking appointments, capturing a lead’s details).

A recording and a text transcript of the call are made only if we tell you about it at the start of the call and you consent (by continuing the call or by giving express oral consent, depending on the configuration). If you do not consent, say so at the start; where technically possible the call then continues without recording, or you can handle your matter another way (e.g. by e-mail or with a human colleague).

Purposes of recording: processing the content of the call and handling your matter, recording appointments and enquiries, checking and improving service quality, and evidence in the event of a complaint or dispute. Legal basis: consent (GDPR Art. 6(1)(a)) and, where necessary, processing needed to perform a contract.

You can withdraw your consent at any time during the call or later in writing; withdrawal does not affect the lawfulness of earlier processing. If you do not want something recorded, do not share it during the call.

The following data may be processed during calls: your phone number, the time and length of the call, the audio, the transcript, the details you give in the conversation (e.g. name, e-mail address, appointment request, subject of the enquiry) and the summary the system produces.

The controller’s role depends on the use: if the call comes in on IT-Wan Kft.’s own number, we are the controller. If the assistant operates for a Client, the Client is the controller for the caller’s data and we act as a processor on the Client’s instructions. The Client must then inform the caller properly and obtain any required consent.

The processors involved (e.g. telephony provider, speech recognition and AI provider, hosting, CRM) and the safeguards for any transfer outside the EEA are described in the Privacy Notice.

Retention: audio and transcripts are kept for the period set in the Quote or the configuration, and otherwise for no more than 90 days. They are then deleted or anonymised, unless the law requires further retention or they are needed for a legal claim. Lead data entered into a CRM follows the retention rules in the Privacy Notice.

You can exercise your rights over your data (access, rectification, erasure, restriction, objection, portability) as described in the Privacy Notice, which also explains how to complain to the supervisory authority (NAIH).

Artificial intelligence can make mistakes. The assistant may misunderstand, record incorrectly or give inaccurate, incomplete or even wrong information, especially with background noise, a poor line, accents, slang or unusual words. Speech recognition, transcripts and summaries are not error-free.

The Provider does not guarantee that the assistant will answer every call, understand or handle it correctly, be available continuously without interruption, or that the data it records (e.g. name, phone number, appointment) is free of errors. Please double-check important details — especially appointments, contact details and agreements — and contact the business concerned if in doubt.

The assistant does not replace human judgement; it is the Client’s job to check recorded enquiries, appointments and transcripts regularly.

Information given by the AI Voice assistant is general, customer-service-type information. It is not legal, medical, financial, tax, insurance or other professional advice, an offer, a binding statement or a contractual commitment, unless the Client has expressly defined it as such in writing.

In an emergency, do not call the assistant: in a dangerous situation call the European emergency number 112. The assistant is not suitable for handling emergency calls.

The Client is responsible for using the AI Voice assistant lawfully and, in particular, must:

• tell callers at the start of the call that they are speaking to artificial intelligence and, where the call is recorded, that it is recorded, and obtain any required consent;
• have a proper legal basis and privacy notice for processing callers’ data;
• configure the assistant’s role, knowledge and answers truthfully and without misleading anyone;
• not use the assistant for unlawful, deceptive or unsolicited commercial purposes (e.g. unsolicited outbound marketing calls) and comply with telecommunications, advertising and consumer protection rules;
• handle data subject requests (e.g. erasure, access).

You can ask at any time that your call not be recorded, that your data be deleted, or that we do not call you by phone. Tell the assistant during the call, or write to [e-mail]. We act on your request without undue delay and within one month at most.

If you do not want to talk to an AI, you can ask for a human colleague or handle your matter through another channel (e.g. e-mail, the website). You will not be disadvantaged for doing so.

The Provider delivers the AI Voice service with the professional care generally expected. Liability is governed by the liability provisions of the Terms & Conditions, with the following additions.

To the extent permitted by law, the Provider is not liable for damage arising from incorrect or inaccurate AI answers, misunderstood or wrongly recorded data, missed or late-handled calls, outages of telecommunications or third-party systems (telephony provider, AI model, hosting), or consequences arising from the Client’s configuration or unlawful use.

This limitation does not apply to damage caused intentionally, to damage to life, bodily integrity or health, or where the law does not allow liability to be limited. These terms do not limit a consumer’s mandatory statutory rights.

We may amend these terms, in particular if the service, the technology used or the law change; the current version is always available on this page. For questions, contact us at [e-mail].

These terms are governed by Hungarian law; further rules (e.g. disputes and complaint handling) are in the Terms & Conditions.