Follow Swisscom Subscribe to News Network status
Follow Swisscom Subscribe to News Network status

Recording

Automatic speech recognition and voice recordings on the Swisscom hotline

A new hotline experience awaits you. When you call the Swisscom hotline, you can now state your query orally. You no longer need a keypad in order to be transferred to the relevant officer. Using a voice and intention recognition system, also known as speech recognition, we can recognise your query and switch you through to the right officer more quickly.

 

For the purpose of training and further developing the speech recognition system, Swisscom needs voice recordings of how you formulate your voice commands (e.g. ‘I want to view my invoice. How can I do that?’).

 

The voice recordings will not be used for identification purposes, but will rather be exclusively processed for the training and further development of our voice hotline solution.

 

Swisscom also records conversations between you and our officers for training and quality assurance purposes. These recordings allow us to train our officers and develop their conversation skills further.

 

Currently, our German-language customers have the benefit of the Swisscom hotline speech recognition system. The existing solution is being constantly expanded. Swisscom updates customers on an ongoing basis when new languages are added.

Frequently asked questions (FAQ)

What are voice recordings and for what purpose are they processed?

What are speech recognition systems?

What happens with my voice recordings and are they saved?

Can I use the Swisscom hotline voice control function if I do not agree to the recording of my voice?

Will my voice recordings be used to create a profile or for marketing purposes?

Why are my voice recordings saved?

Will all my calls to the Swisscom hotline be recorded?

Will my voice recordings also be processed by humans?

Will the voice recordings be transferred to third parties?

Will the transcripts be anonymised?

Where and in what country will my data be stored?

For how long will the voice recordings be stored?

What can I do if I do not want any voice recordings made?

Can I delete my recording at a later date?

Will Swisscom keep a copy of my data after I have had it deleted?

Is my data safe?