Retention & Deletion · Company practice
A third-party provider handles Erica voice; voice interactions are saved 90 days and transcripts kept masked
Bank of America uses a third-party service provider to provide voice responses. The provider keeps a record of your conversations for quality assurance, to maintain and transcribe an accurate account of your interactions, to find opportunities to make Erica's responses more helpful and to ensure responses are optimal. Voice interactions are saved for 90 days so they can be analyzed to refine Erica's listening skills. The bank retains transcripts of your interactions with the personal data masked.
Details
- Who
- a third-party service provider for Bank of America
- When
- voice interactions saved for 90 days
- What it does
- retain transcripts with personal data masked
- Why
- quality assurance, accurate transcription, improving Erica's responses and listening
Supporting quotations
Bank of America uses a third-party service provider to provide voice responses, which keeps a record of your conversations
Your voice interactions are saved for 90 days
We retain transcripts of your interactions, with the personal data masked.
Qualifications & exceptions
- Voice interactions are saved for 90 days; transcripts are retained with personal data masked, and the source gives no end date for transcript retention.
Not stated here
- The source does not state how long transcripts are retained or who the third-party provider is.