A customer asks us to delete their data. What happens to everything the AI derived from it?
Deleting the CRM record touches almost none of it. Transcripts, search indexes, embeddings, warehouse copies, cached model responses, exports and backups …
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AI Security & Governance
Data handling, privacy, accuracy and human oversight.
A customer asks us to delete their data. What actually has to happen?
You have to find every copy. That normally means the CRM or field service record, the call recording, the transcript, any derived AI outputs, the reportin…
How do we decide what data the AI actually needs access to?
Work backwards from the decision the system supports to the fields required to make it, then sync only those. Default integrations pull everything an API …
Where does a call recording actually go when AI analyzes it?
It travels a chain you should be able to draw on a whiteboard: the phone or tracking platform records it, an integration layer fetches the file, audio goe…
How do we log what the AI did for auditing without creating another copy of sensitive data?
Separate the audit record from the payload. Log who or what triggered the run, a reference to the input rather than the input itself, the model and prompt…
How should API keys and CRM logins for AI integrations be handled?
Each integration gets its own credential, scoped to the minimum permissions it needs, stored in a secrets manager rather than in code or a spreadsheet, an…
The AI outputs a confidence score. Can I set a threshold and auto-approve anything above it?
Not until you have calibrated it on your own data. A confidence number a language model writes about itself is generated text, not a measured probability …
We take calls in several states. How does that change call recording consent?
Recording consent rules differ by state, and some require all parties to consent rather than one. Multi-state operators usually cannot rely on the office'…
What should an AI use policy for a small service business actually say?
Keep it to one page and answer five questions: which tools are approved, what data may go into them, what always needs a human before it reaches a custome…
Who in the company should be able to listen to call recordings versus just see the scores?
Far fewer people than currently can, in most companies. Recordings, transcripts and derived scores are three sensitivity classes and should carry three ac…
Who inside the company should be able to listen to recorded customer calls?
Fewer people than currently can. A workable default: reps hear their own calls, managers hear their team's, ops and marketing work from redacted transcrip…
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