Automatic speech recognition and call recordings in the Swiss Post Contact Center
To help us recognize requests faster and continuously improve our service, Swiss Post uses a voicebot.
In order for the voicebot to better understand requests and process them correctly
In order for the voicebot to better understand requests and process them correctly, we require transcripts of conversations between you and the voicebot. A transcript is a written text version of a spoken conversation. These transcripts are used exclusively to improve and further develop the voicebot. They are not used for identification purposes or for marketing purposes.
The transcripts are stored without any direct reference to you (e.g. name or customer number). At the beginning of your conversation with the voicebot, you will be asked whether you consent to the storage of the transcript. Your consent is voluntary. If you do not consent, no transcript of your conversation with the voicebot will be stored.
For training, coaching and quality assurance purposes, Swiss Post may also record conversations between you and our employees. These recordings are used exclusively for training our employees and improving service quality.
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Is the transcript of my conversation used for other purposes?
No. Transcripts of your conversations are used exclusively to train and further develop the voicebot. This helps the voicebot better understand requests, route calls more efficiently, or resolve certain requests automatically.
Your data is not used for any other purpose. If you do not wish your transcript to be stored, you can let us know at the beginning of the conversation. In this case, no transcript will be stored.
Are my conversations used for marketing purposes or to create profiles?
No. Swiss Post does not create customer profiles based on transcripts or recordings and does not use this data for marketing purposes.
Transcripts are used exclusively to improve the voicebot. Recordings of conversations between you and our employees are used exclusively for training, coaching and quality assurance purposes.
What can I do if I do not want my conversation to be transcribed or recorded?
At the beginning of your call, you will be asked whether you consent to the storage of the conversation.
If you do not consent, your conversation with the voicebot will not be transcribed.
If you are subsequently transferred to one of our employees, you may at any time decline the recording of the conversation directly with that employee.
Your decision will not affect the handling of your request.
How can I obtain information about the data being processed or request its deletion?
You are entitled to receive information in writing about the personal data we process at any time, free of charge. You can submit your request in writing, enclosing a copy of your identity card or passport. Find out more here: swisspost.ch/data-protection
You are also entitled to request the correction of inaccurate personal data. You are also entitled to have your voice recordings and other personal data deleted, provided that we are not required by applicable laws and regulations to retain certain personal data. Finally, you may revoke any consent given for the processing of your personal data at any time and/or object to the processing of your personal data.
