Voice agents and conversational AI
Contact center AI platform terms: voice agents and your conversations
Updated
AI agents now answer a share of contacts themselves, and the transcripts they produce sit on the agent vendor's platform. Their terms are newer than the CCaaS suites' and read differently.
Ownership of what the agent hears
PolyAI says you retain your rights in prompts, audio and other data submitted through its Model API, and Retell AI says you keep ownership of what you upload or provide.
Training on the conversations
Kore.ai says it does not use customer data to train generalized AI models offered as part of its services. Retell AI may use recorded calls to develop and train its models after de-identifying and aggregating them, unless the customer opts out of recording.
Source: Contact center platform and AI agent terms
Platforms with no data clause in the documents we read are marked not stated on the contact center interaction data ownership page.