AgenticSA Voice AI & Call Recording Disclosure

An AgenticSA Voice AI Agent is an automated artificial-intelligence system capable of conducting telephone conversations.

Depending on configuration, it may:

• answer inbound calls;
• make approved outbound calls;
• answer questions;
• collect information;
• qualify enquiries;
• schedule appointments;
• route calls;
• transfer conversations;
• initiate workflows;
• create CRM records; and
• perform other configured actions.

Where appropriate or required, callers should be informed that they are interacting with an AI or virtual assistant.

Customers must not deliberately configure Voice AI to unlawfully deceive callers into believing that the system is a human.

Customers using AgenticSA for outbound AI calls are responsible for determining that the intended recipient may lawfully be contacted.

Customers should maintain appropriate records of consent or other authority where required.

AgenticSA may implement additional provider restrictions concerning calling times, frequency, countries, numbers or other safeguards.

Technical ability to initiate a call does not establish that the call is lawful.

Where Voice AI is used for direct marketing, customers must comply with applicable South African direct-marketing requirements, including POPIA and other applicable consumer or electronic-communications requirements.

This may require appropriate:

• consent;
• identification;
• disclosure;
• objection handling;
• opt-out procedures; and
• suppression/do-not-contact controls.

Voice AI functionality may support recording, transcription, summarisation or analysis of telephone conversations.

Under South African law, interception and recording of communications are regulated by the Regulation of Interception of Communications and Provision of Communication-related Information Act 70 of 2002 (“RICA”).

The legality of a recording depends on the particular circumstances.

Customers are responsible for determining whether their intended recording practices are lawful and whether notice or consent is required.

Even where a particular recording may potentially fall within an exception permitted by law, AgenticSA recommends transparent disclosure where reasonably practicable.

A typical disclosure may state:

“This call is being handled by an AI assistant and may be recorded or transcribed for service, quality and record-keeping purposes.”

The exact wording should be adapted to the customer's circumstances and legal requirements.

Call recordings and transcripts may contain Personal Information under POPIA.

Customers should therefore establish:

• a lawful purpose for recording;
• appropriate privacy disclosure;
• appropriate access controls;
• reasonable retention periods;
• secure storage;
• appropriate deletion procedures; and
• safeguards against unauthorised disclosure.

Customers should avoid configuring Voice AI to request unnecessary sensitive information.

Callers should not be asked to provide payment card passwords, account passwords or other unnecessary authentication secrets through AI conversations.

AI Voice may:

• misunderstand speech;
• misinterpret accents;
• produce incorrect responses;
• encounter connectivity issues;
• experience latency;
• misunderstand names or numbers; or
• fail to recognise unusual circumstances.

Human escalation should therefore be configured for appropriate situations.

AgenticSA Voice AI is not an emergency-response service unless specifically and lawfully designed for such a use.

Customers should not configure general-purpose AI Agents as substitutes for emergency services.

Customer remains responsible for:

• the purpose of calls;
• recipients selected;
• consent and authority;
• call scripts;
• AI disclosure;
• recording practices;
• direct-marketing compliance;
• retention;
• escalation;
• professional obligations; and
• applicable industry rules.

Questions may be directed to: