Is it allowed under GDPR to use AI in customer service?
Yes, as long as personal data is handled according to GDPR's requirements – including a legal basis, data minimisation, and a data processing agreement with the vendor.
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Is it allowed under GDPR to use AI in customer service?
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What you need to decide
Clear answers to the questions teams ask before choosing an AI support agent.
Do we need a data processing agreement with our AI vendor?
Yes, a data processing agreement (DPA) is required under GDPR whenever a third party like Aveexia processes personal data on your behalf.
Where is data collected by the AI receptionist stored?
Verify the current storage region, transfer mechanism and provider in the agreement and subprocessor register; we make no blanket EU guarantee.
How long is customer data retained?
The data retention period should be limited to what's necessary for the purpose, per GDPR's storage limitation principle – check the vendor's privacy policy for exact timeframes.
Can customers request their data be deleted?
Yes, GDPR gives individuals the right to request erasure ('the right to be forgotten'), and your AI vendor should have a process for handling such requests.
Do we need to tell visitors they're talking to an AI?
Transparency is good practice and in some contexts a requirement – most AI receptionists clearly identify themselves as an AI assistant at the start of the conversation.