AI on the Line: Call Recordings, AI Transcription and the GDPR

Call recording and automated transcription have become embedded in customer interactions, compliance monitoring and quality assurance, often enhanced by AI based analytics. Yet companies and institutions struggle with a central question: when can they lawfully rely on legitimate interests under Art. 6(1)(f) GDPR, and when do recording and transcription practices cross regulatory lines? This panel examines the evolving legal assessment of call recording and AI supported transcription in light of supervisory authority guidance, enforcement practice and real-world implementation challenges. Focusing on purpose limitation, transparency, DPIAs and data subject rights, the speakers explore how and when transcription changes the balancing exercise, which safeguards regulators expect in practice and where consent or alternative legal bases may be required. Combining the perspectives of regulators and industry practitioners, the session provides concrete criteria and risk indicators to help privacy professionals assess existing call recording setups and design GDPR compliant recording and transcription processes.

What you will learn:

• How to structure a defensible Art. 6(1)(f) GDPR balancing test for call recording. 
• When call transcription, especially using AI tools, changes the legal assessment. 
• Practical compliance measures: transparency notices, DPIAs, retention periods and safeguards.