AI Frontdesk: An overview of data protection and data processing
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Valid for AI Receptionist. (Momentum AI)
This article answers the most frequently asked questions about data protection and data processing for IONOS AI Receptionist: Are calls recorded? Where is the data stored? How is it protected? How long is it retained?
Please Note
The following information is provided for general guidance only. The legally binding documents are the IONOS privacy policy and the Special Terms and Conditions for the AI Receptionist. If you have any questions beyond the scope of this overview, please contact our customer service team.
Who processes the data?
AI Receptionist is provided to you as a IONOS product. IONOS provides the service as a reseller; the service is technically operated by a technical subcontractor appointed by IONOS. IONOS remains your contractual partner. The details of this arrangement and the associated data protection obligations are set out in the Special Terms and Conditions for the AI Receptionist (in particular clauses 1.2, 2.2, 3.5, and 6); data processing is also documented in the IONOS Data Processing Agreement (DPA).
Are calls recorded?
No. Calls are not recorded. The caller’s consent to being recorded is therefore not required.
During a call, the content of the conversation is only processed briefly in working memory so that AI Receptionist can understand what is being said and respond. No audio is stored after the call. All that remains is a text-based summary of the conversation, together with the associated metadata (such as the time and duration of the call).
How is the data protected?
The latest encryption standards are used for the transmission and storage of data:
- During transmission: TLS 1.2 or TLS 1.3
- During storage: AES-256
Security updates are installed automatically to maintain a high level of protection. For security reasons, no prior notice is given.
How long is the data retained?
The retention period varies depending on the type of data:
- Call data and transcripts are processed only while the call is in progress. They are deleted once the call summary has been sent.
- Summaries and associated metadata are stored for the duration of your active contract.
- Usage and customer data on the IONOS website are stored for the duration of the active contract and deleted no later than 3 months after the contract ends.
Will my data be used for AI training?
No. The content of your conversations with AI Receptionist is not used to train AI models.
Who has access to the call data?
IONOS staff do not have access to the content of individual calls. Customer service staff may access your call history and summaries via internal support tools for the purposes of fault analysis and support. Each instance of such access is documented in an access log.
Access to your data by the technical subcontractor is also strictly limited and governed by the Data Processing Agreement (DPA).
Information on data transfers to third countries
Data processing for AI Receptionist takes place within the European Union. The consistent use of enterprise environments and dedicated EU instances in European data centres (EU hosting) ensures that the processing complies with the strict requirements of the GDPR.
Safeguards for access from third countries
Where access from third countries (particularly by US-based providers) cannot be completely ruled out for technical reasons, because our technical subcontractor uses further subcontractors of its own, such access is protected by recognised safeguards such as the EU Standard Contractual Clauses (SCCs) and – where applicable – the Data Privacy Framework. In this way, we guarantee a level of data protection in accordance with the GDPR at all times.