How We Use AI & Automated Processing

1. Introduction

Utility Discount is committed to being open about how we use artificial intelligence (AI) and automated technology. This page explains where we use it, why, what safeguards are in place, and the rights you have.

It should be read alongside our Privacy Policy, which explains more generally how we collect and use your personal data.

2. Call recording

Telephone calls to and from our team are recorded. Recordings help us confirm what was agreed with you, deal with any queries or complaints, train our staff and meet our regulatory and contractual obligations.

3. Automated transcription and analysis of calls

Calls with our agents are recorded and transcribed using automated speech-to-text technology, and we use AI tools to help us review them. We do this to:

• Monitor and improve the quality of our service
• Train and coach our staff
• Check that our calls and sales are fair, clear and compliant with the rules that apply to us and the requirements of the suppliers we work with
• Identify and address any issues or complaints

Where possible, personal details such as names, addresses, telephone numbers and account details are automatically removed from transcripts before they are analysed. The audio used for transcription is deleted once the transcript has been produced.

4. Our providers

Transcription and analysis are carried out on our behalf by trusted cloud and AI providers. They process your data only on our instructions, under written data protection terms, and we remain responsible for it. Your data is processed in the UK and EU wherever possible; where it is transferred outside the UK, we make sure appropriate safeguards are in place, as described in our Privacy Policy.

5. No automated decision-making

We do not make decisions about you that have legal or similarly significant effects based solely on automated processing. The results of call analysis are used to support the quality and training work of our team — any decision about your enquiry, quote, order or switch is always made by a person.

6. Lawful basis

We transcribe and analyse calls on the basis of our legitimate interests in maintaining the quality of our service, training our staff and meeting our regulatory and contractual obligations. We have carried out a Data Protection Impact Assessment for this processing and are satisfied that these interests are not overridden by your rights and freedoms.

7. How long we keep it

• The temporary copy of the audio used for transcription is deleted as soon as the transcript has been produced.
• The recording of the call is kept for 6 months, or 6 years if you became our customer (all your calls with us are then kept for that time). A recording we cannot link to a call is kept for 6 months.
• The transcript is kept for the same time as the recording: 6 months, or 6 years if you became our customer. It is then securely deleted.
• The results of the AI review of a call are kept the same way. For a call on a sale, the AI compliance review is kept with the sale record for 6 years.
• Copies in internal quality studies. Where we copy a transcript into an internal quality study, that is a separate copy. The words in those study records are cleared after 12 months. The full transcript files for those studies are held securely and are deleted automatically after 12 months.
• Anonymised, aggregated statistics that cannot identify you may be kept for longer to help us track the quality of our service over time.

8. Your rights

You have the right to:

• Ask for a copy of any recording or transcript of a call with you
• Object to your calls being transcribed or analysed
• Ask us to correct or delete information we hold about you. If you ask us to delete your details, we also delete your recordings and transcripts.
• Complain to us first, and to the Information Commissioner's Office at any time (ico.org.uk/make-a-complaint)

More information about your rights is set out in our Privacy Policy.

9. Changes to this page

We may update this page from time to time to reflect changes in our services, technology or legal requirements. The date at the top of this page shows when it was last updated.

10. Contact us

If you have any questions about our use of AI, or wish to exercise your rights, please contact us. We log every request the day it arrives and reply within one month.

Utility Discount
Telephone: 08000987641
Website: utility.discount/contact
Email: customercare@utility.discount

Utility Discount is a trading name of Real Life Services Ltd, the company responsible for your personal data (the “data controller”). Registered in England and Wales, company number 05207741. Registered office: Eagle Tower, Montpellier Drive, Cheltenham GL50 1TA. Registered with the Information Commissioner’s Office, registration number Z888716X. More in our Privacy Policy.