For callers
You rang a business and an AI answered
That was TurnTaker. A business you called uses it to answer when they can't — after hours, or when their lines are busy. Here is what it is and what happens to what you said.
If this is an emergency, hang up and call 000
The short version
What happened on that call
It told you at the start
The first thing on the call names the business and says you have reached an AI. That wording is fixed and is the same on every call — the business cannot change it or move it later.
It answers from what the business wrote
Their hours, their prices, their policies. It has no general knowledge and it does not search the web. If they have not written an answer down, it will tell you so rather than making one up.
It may have taken a message
If it could not help, it will have taken your name, your number and what you rang about, and read them back to you. That goes to the business, usually straight away.
It may have texted you
Only if you agreed and confirmed your number, and only words the business wrote in advance — a booking link, an address. It does not write texts of its own.
If you want a person
You can ask, and it will not argue
Say you would rather speak to somebody. Depending on the business's own rules and the time of day, it will put you through, or take your name and number so a person rings you back. It will not keep you on the line trying to handle it.
What we keep
Your call, and who has it
The business you rang is the one that holds your call. We run the service for them.
What was said
A transcript of the call, with the time of each turn, so the business can read what you asked for.
The recording
Some businesses record and some do not. If yours did, you were told so at the start of the call — the notice is built from that setting when the call is answered.
Your number
As your carrier presented it, and a note of whether you have rung that business before, so you are not asked the same things twice.
Who can see it
The business you rang, and their staff. Not other businesses using TurnTaker — the separation is enforced by the database, not by our code remembering to ask.
How long
Our working defaults are 90 days for a recording and 12 months for a transcript, and a business can ask for less. These are not final and the security page says so.
Who else is in the path
A phone carrier, a speech service and a language model, listed by name on our subprocessors page.
To ask what was kept from your call, to have it corrected, or to ask for it to be deleted, contact the business you rang — it is their record. If that is difficult, email us at support@turntaker.com.au and we will help you reach them. Our privacy policy has more, and is being written with legal advice.
If you would rather not
You do not have to talk to it
Hang up and try again in the business's opening hours, or use whatever else they publish — a website, an email address, a booking form. Nothing here requires you to speak to an AI to reach them.