Is it really allowed to analyse all customer interactions?
Yes – if you do it the right way.
When we say we analyse every customer dialogue with AI, it often raises questions:
▶ Is it really allowed?
▶ How is customer privacy protected?
▶ How does the technology work?
Here’s how TellMeNow stays fully GDPR-compliant – and why you can feel confident.
What does the law say?
You’re allowed to record and analyse customer interactions if the purpose is legitimate – such as improving service, identifying needs, or ensuring quality.
You must:
- Clearly inform the customer
- Minimise the amount of personal data
- Protect all information
Consent is not always required – but transparency is.
How TellMeNow works
We’ve built the platform with security, privacy and compliance at its core.
🔐 Storage and processing
- All personal data is stored on our own servers within the EU
- Encryption and access control are standard
- All AI processing happens within Western Europe (EU) via Azure OpenAI
- No data is stored by OpenAI – only temporary processing occurs
📊 Data handling – step by step
- Collection – from relevant sources like calls, transactions, and journeys
- Cleaning – irrelevant data is removed
- Structuring – AI transforms raw data into structured formats (e.g. JSON)
- Analysis – using advanced NLP models like BERT, LSTM, XGBoost
- Learning – models improve over time without compromising privacy
Helping you stay transparent
As a company, it’s your responsibility to inform your customers. We support you in doing this clearly – e.g. via IVR, auto-replies or live chat intros.
Example message:
“We use AI to better understand our customers’ needs. All data is handled in line with GDPR and protected by the highest security standards.”
Why it matters
By analysing 100% of your customer dialogues, you get:
- Insights into root causes of contact
- Early warning signs
- Better decision-making
And you gain this without compromising safety or trust.
What we stand for
✅ We analyse conversations – not individuals.
We focus on the content, not who said it. Where possible, data is processed at an aggregated or pseudonymised level.
✅ We act on patterns – not personal data.
We detect trends, not track people. Our insights are generated from pseudonymised data and delivered in aggregated form.
✅ We do it with full traceability and security.
All AI processing is temporary and EU-based, with ‘no data logging’ configurations via Azure OpenAI.
In summary
✔ GDPR and AI can work together – if done right
✔ TellMeNow is built on EU data handling, strong encryption and strict compliance
✔ You get full insights – without compromising customer trust
FAQ
Do customers need to give consent?
Not always. A legitimate interest and clear information are usually enough.
Do you store sensitive data?
No. Personal data is stored on EU-based servers only. Nothing is saved by the AI engine.
Can a customer request deletion?
Yes. We support all GDPR rights: access, correction, and erasure.
How is the data protected?
With encryption, strict access control, and EU data centers. All processing is covered by a valid DPA.
