AI Governance & Data Protection
Your data is yours. We use AI to help our human agents—never to replace them, never to train models, never to compromise your customers' trust.
Our Position: Human-First with Responsible AI Assistance
At Estarta, we believe the best customer experiences come from human connection. AI is a powerful tool that can help our agents work smarter and faster—but it should never replace the human judgment, empathy, and adaptability that your customers deserve.
More importantly, we believe your data belongs to you. In an industry where some providers use customer data to train AI models that benefit their entire client base, we take a different approach: your data is used only to serve you, and it stays that way.
This page explains how we use AI, what protections we offer, and the contract language we use to make these commitments legally binding.
How We Use "Agent-Assist" AI
AI supports our human agents—it never talks to your customers directly.
AI helps agents find answers faster by searching internal knowledge bases and documentation.
AI analyzes incoming calls to route to appropriate specialists based on detected topic and urgency.
AI transcribes calls in real-time to support agent note-taking and compliance documentation.
AI identifies calls that may need supervisor review based on sentiment or compliance triggers.
AI generates draft call summaries to reduce agent after-call work time.
Data Governance Principles
Six commitments that protect your data and your customers' trust.
No Training on Your Data
Your call data, transcripts, and customer information are never used to train AI models. Period. We contractually commit to this.
No Data Commingling
Your data is logically isolated from other clients. We never combine your customer data with other accounts for any purpose.
Full Transparency
You have visibility into exactly how AI is used in your program. No hidden algorithms, no surprise automation.
Data Residency Control
Choose where your data is stored. US data residency available for businesses with geographic requirements.
Audit Rights
You retain the right to audit our AI practices and data handling procedures with reasonable notice.
Retention Limits
Clear data retention policies with defined deletion timelines. Your data isn't kept indefinitely.
Sample Contract Clauses
These clauses reflect the language we use in our agreements. Use them as a reference when evaluating any contact center vendor.
Prohibits using customer data to train, fine-tune, or improve AI/ML models.
Requires logical separation of client data from other customers.
Specifies standards for any anonymized data usage.
Defines data retention periods and deletion requirements.
Grants client the right to audit AI and data practices.
Requires transparency about AI usage in service delivery.
Note: These are sample clauses for educational purposes. Actual contract terms should be reviewed by legal counsel to ensure they meet your specific requirements.
Compliance & Controls
Industry certifications and options that support your compliance requirements.
Business Associate Agreement (BAA)
Full HIPAA Business Associate Agreement for healthcare clients, covering AI systems and human operations.
PCI DSS Compliance
Level 1 PCI DSS certification covering all payment data handling, including AI-assisted processes.
SOC 2 Type II
Annual SOC 2 Type II audits covering security, availability, and confidentiality controls.
AI Opt-Out Option
Complete opt-out from all AI assistance features if your policies require fully manual operations.
Data Isolation Architecture
Technical and logical controls ensuring your data is isolated from other clients at rest and in transit.
Custom NDA Terms
Flexible NDA structures including mutual NDAs and custom confidentiality provisions.
Use this checklist when evaluating any contact center vendor's AI and data practices.
- No-training clause explicitly prohibiting use of data for AI/ML model development
- No-commingling clause requiring logical data separation
- Anonymization standards for any de-identified data usage
- Clear data retention periods with deletion certification
- Audit rights for AI systems and data handling practices
- AI disclosure requirements listing all automated systems
- Opt-out provisions for AI-assisted features
- Data residency specifications for geographic requirements
- Breach notification procedures including AI-related incidents
- Subprocessor disclosure for any third-party AI services
AI Governance FAQs
No. Every customer interaction is handled by a trained human agent. We use AI only to assist our agents—helping them find information faster, routing calls to specialists, and supporting quality assurance. Your customers always speak with a real person.
Absolutely not. We contractually commit that your data—including call recordings, transcripts, and customer information—will never be used to train, fine-tune, or improve any AI systems. This is non-negotiable.
A no-commingling clause ensures your data is kept logically separate from other clients' data. We never combine, aggregate, or analyze your customer data together with data from other accounts.
Yes. If your compliance requirements or company policies require fully manual operations, we can disable all AI-assisted features for your program. Your calls will be handled with traditional tools only.
We provide transparency reports, maintain audit rights in our contracts, and can arrange security assessments. You can also request documentation of our AI systems and data handling procedures at any time.
Upon contract termination, we delete or return all your data within 30 days (or sooner if required) and provide written certification of destruction. We don't retain your data beyond the contracted service period.
Yes. Our AI governance commitments are included in our service agreements as legally binding terms. The sample contract clauses on this page reflect language we actually use and stand behind.
Many large BPO providers invest heavily in AI-first strategies and may use aggregated customer data to improve their AI systems. Estarta's human-first approach means your data is never part of AI training datasets.
Our SOC 2 Type II audit covers AI systems and data handling. We're also prepared for emerging AI governance frameworks and can accommodate specific client requirements for AI-related attestations.
Yes. While our standard terms are comprehensive, we work with clients—especially in regulated industries—to customize AI governance provisions to meet specific compliance requirements.
Ready to discuss AI governance requirements?
Our team can walk you through our AI policies, provide documentation, or customize terms for your compliance needs.
Or call us directly: +1 (818) 418-5903
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