Call recording and analysis
Garage customer: the exact version you accepted, with date and time, is in “My documents” in your workspace.
The essentials in 5 points
- Every call taken by Sia starts with an announcement: Sia is a virtual assistant (artificial intelligence) and, if the garage has activated recording, the call is recorded. Anyone who does not wish this can hang up or ask to be called back by a person.
- Audio recording is an option that the garage activates or deactivates itself. Without it, only the transcript and the summary of the call are kept, to book the appointment and fill in the customer’s record.
- Audio recordings are automatically deleted after 90 days; transcripts and summaries follow the customer’s record and disappear with it. Beyond the plan’s minutes, the message left on the fallback voicemail is recorded and transcribed, then deleted within the same time limits.
- Only the garage owner, their deputy and the Praz SI administrator can listen to a call again. Never any commercial use, never any assessment of employees, never any training of models on your calls without written consent.
- The garage remains responsible towards its customers: it informs them by other means (notice, website, terms), answers their requests for access or erasure, and complies with the rules of its country (in Switzerland, the consent of all participants is required).
This summary helps you understand; it does not replace the full text below.
The announcement at the start of every call
At the start of every incoming call, and of every outgoing call when they become available, Sia states that she is a virtual assistant, an artificial intelligence, in the caller’s language. If the garage has activated recording, she specifies that the call is recorded. These announcements cannot be switched off.
A person who does not wish to be recorded can hang up, ask to be called back by a person from the garage, or call the garage’s usual number during opening hours.
What is kept, with or without recording
Always: a transcript and a summary of the call (who called, why, which appointment or which message), needed to keep the diary and the customer’s record. They are kept as long as the customer’s record exists, and deleted with it (erasure requested by the customer, or end of the garage’s contract).
Only if the garage activates the option: the audio recording, to let the garage listen to a conversation again (check a name, a registration plate, a request). Recordings are deleted automatically at the latest 90 days after the call.
Calls go through a telecom operator and a telephony provider acting on behalf of Praz SI; they are named in the annex to the data processing agreement.
Fallback voicemail (beyond the plan’s minutes)
When the garage has used up its plan’s minutes and the margin provided for, the caller can leave a message of 45 seconds at most, after an announcement informing them of it. This message is always recorded, even if the garage has not activated call recording: it is the message itself that the caller chooses to leave.
The message is transcribed automatically by an artificial-intelligence provider acting on behalf of Praz SI and named in the annex to the data processing agreement, then sent to the garage by email with its transcript. The recording is deleted at the operator at the latest 90 days after the call; the message record (number, date, transcript) at the latest 100 days after.
To protect the service against abuse, the garage keeps the list of refused numbers (too many messages in 24 hours) and of calls refused at the monthly ceiling, with their date, until the message record is deleted.
Only the garage owner, their deputy and the Praz SI administrator can listen to these messages, from the Praz SI workspace, like call recordings (see “Who can listen”).
Who can listen
Only the garage owner, their deputy and the Praz SI administrator can listen to a recording again, from the Praz SI workspace, over an encrypted connection. Recordings are never shared with third parties, except where required by law. The actions of the Praz SI administrator on a garage are entered in that garage’s activity log.
Prohibited uses
Recordings and transcripts are used neither for commercial prospecting without the consent of the persons concerned, nor for assessing the garage’s employees, nor for any purpose unrelated to the relationship with the calling customer. Praz SI never uses the identifiable content of calls to train language models without the garage’s separate written consent; only anonymous statistics (duration, reasons for calling, rate of appointments booked) are used to improve Sia.
The garage’s obligations towards its customers
The garage alone decides to activate recording and bears the responsibility for it. It informs its customers by other means: notice at the counter, mention on its website and in its terms of sale, information given to its employees.
The garage answers its customers’ requests (access to a recording, erasure, objection) with the functions of its workspace: export and erasure of a customer, deletion of a recording. Praz SI assists it and passes on to it any request received directly.
The garage complies with the rules of its country: in France, prior information of the persons concerned and a limited retention period; in Luxembourg, at least the same precautions.
In Switzerland, recording a conversation without the consent of the other participants is a criminal offence (Article 179ter of the Swiss Criminal Code). The announcement made at the start of every call informs the caller; it is for the garage to decide, under its own responsibility, whether this information is sufficient for its customers. When in doubt, it leaves recording switched off: Sia works the same way without it.
The garage enters this processing in its register of processing activities; the data processing agreement provides it with the purpose, the legal basis and the retention period.
Outgoing calls and demonstration
When Sia calls the garage’s customers (car ready, confirmation the day before, reminders), the same rules will apply: announcement at the start, recording only if the option is activated, same retention periods, and the customer’s prior consent for calls that offer a service. Sia’s demonstration on the showcase site follows the same announcements; nothing is kept there beyond what the privacy policy says.
Contact us
For a question about a call you had with Sia, first contact the garage you called. For a question about this document: contact@praz.si.
This English translation is provided for convenience. In case of discrepancy, the French version of this document, published at praz.si/juridique, prevails.