This page explains what happens to a call handled by an AI agent on the Acastia platform. It is written for the businesses that use our agents and for the people who speak with them.

If an AI agent called you or answered your call on behalf of a business, that business decides what happens with your data: please contact it first. If you can't reach it, write to us at privacy@acastia.com and we will pass your request on.

1. Calls are not recorded

The audio of a call is processed only while the call takes place: to understand what the caller says and to answer in a spoken voice. Neither Acastia nor our providers store it. What is kept is a written record:

  • a transcript of the call, made by speech-to-text;
  • a summary, and the details the agent noted, such as the reason for the call, a message, a callback request or an appointment;
  • the time and length of the call, the phone numbers, and how the call ended.

Chats with an agent on a business's website are kept in the same way, as the messages exchanged.

2. Who decides about the data

The business that uses the agent is the data controller. It decides what its agents do, who in its team can read the transcripts, and how long they are kept.

Acastia is the data processor. We process the data only on the business's instructions and only to provide our service to it. We never sell it, and we do not use it to train AI models. Our Data Processing Agreement with the business sets out the terms, and our Privacy Policy lists the providers that help us.

3. Telling people about the call

The business that uses the agent is responsible for:

  • informing the people its agents speak with about how their personal data is used, for example in its privacy notice (Articles 13 and 14 GDPR);
  • having any consent the law requires for the calls and messages its agents make, under the rules of the country of the person contacted;
  • checking whether the rules where it operates require callers to be told that a call is transcribed. The agent can say so at the start of every call: the business switches this on in its dashboard.

4. How long transcripts are kept

Transcripts and call details are kept until the business deletes them or asks us to, and are deleted when its agreement with us ends. Copies in our backups are deleted within 30 days after that.

Transcripts are protected like all data on our platform:

  • connections are encrypted (TLS), and the data is stored on our servers in Germany;
  • only the business's own users, and the Acastia staff who set up and manage its agents, can read them.

5. Your rights

If you took part in a call with an AI agent, you have the right to:

  • access the transcript and the details kept about you, and get a copy;
  • have inaccurate details corrected;
  • have the transcript erased, unless the law requires it to be kept;
  • object to the processing;
  • lodge a complaint with a data protection authority.

How to use your rights

  1. Contact the business that called you, or that you called. It is the controller and can find the call and act on your request.
  2. If you can't reach it, or it doesn't answer, write to privacy@acastia.com. We will pass your request on and help the business answer it.
  3. Complaints: contact the AEPD (aepd.es) or the data protection authority of the country where you live.

6. AI agents are not people

Acastia's AI agents are AI systems that understand speech and answer in real time. They aim to sound natural, but they are not human, and they say so: at the start of every call the agent tells you that you are speaking with an AI assistant, the website chat shows it next to the agent's name, and the agent answers honestly when you ask. The only exception is a call you start from something that already says it is an AI, such as a "Call our AI agent" button.

Our Terms of Service don't allow a business to set up an agent to pretend otherwise, or to deny or avoid saying that it is an AI when asked.