AI in Ringfully

There is one AI feature, and it is off unless an organization asks for it.

The AI assistant block, in a call flow

An organization can put a block in a call flow that talks to the caller, tries to answer them, and hands over to a person when it cannot. The organization writes the instructions and the opening line. It is disabled on every account by default.

Voicemail transcription

Voicemail is transcribed to text automatically by Twilio’s speech recognition. That is machine transcription rather than a language model, but it is automated processing of what a caller said, so it belongs on this page.

Speech recognition in menus

A call flow can let a caller say a word instead of pressing a key. Again Twilio’s recognition, and again only where an organization built a flow that uses it.

Nothing else in Ringfully uses AI. There is no call summarisation, no sentiment scoring, no agent-performance scoring, no chatbot, and nothing that reads your recordings or your messages. We do not use customer data to train models, ours or anyone else’s, and no third party is permitted to train on it either.

A caller who reaches the AI assistant hears that they are speaking to an automated assistant before they say anything. The disclosure is spoken first, ahead of whatever opening line the organization wrote, in the language the flow is speaking.

It is added by us and an organization cannot edit it, shorten it or switch it off. That is deliberate: an organization writes both the instructions and the greeting, so a disclosure that lived in either would be one that could be deleted — and a language model can decline to follow an instruction in any case. Putting it in the audio itself is the only version that is actually guaranteed to be heard.

The model is also instructed to say plainly that it is automated if a caller asks, and never to claim or imply otherwise. A caller who asks for a person gets one.

When the AI assistant is handling a call, what the caller says is converted to text and sent to Anthropic, together with the last few turns of that conversation, so a reply can be generated. Nothing else goes with it: no call history, no contact record, no recording, no other caller’s conversation.

The conversation is held for the duration of the call and discarded with the call-flow session, which expires within hours. Anthropic is listed on the sub-processors page with its status. Content sent through the API is not used to train models.

The organization that built the flow is the controller of what its callers say. If you are a caller and want to know what was done with your conversation, ask the business you called first.

Nothing about a person. The assistant answers questions and routes calls. It does not decide whether someone gets credit, a job, a service, a price or a refund, and it does not score, rank or profile anyone. There is no automated decision with a legal or similarly significant effect on an individual anywhere in Ringfully.

Every AI conversation has two ways out, and one of them is a person: if the caller asks for a human, if the assistant cannot help, if it errors, or if the exchange runs past a limit the organization set, the call goes to a human. That limit is at most twelve exchanges and defaults to six.

If Quebec’s Law 25 gives you the right to an explanation of automated processing, or to have a person review it, the route out described above is that person — and [TBD] will tell you what was used.

A language model can be confidently wrong, and one reading instructions written by an organization can be wrong in that organization’s specific way. An organization that turns this on is responsible for what its assistant tells callers, exactly as it would be for what an employee told them. Do not use it for anything where a wrong answer is expensive — quotes, eligibility, medical or legal questions, or anything an escalation to a person would handle better.

Write to [TBD].