Optus opens privacy can of worms with programmable voice play

    Date22 Nov 2019
    CategoryPrivacy
    340
    Posted ByBrittany Day
    Optus Yes

    Bringing an assistant into the phone calls of customers to help with a restaurant booking is an idea fraught with privacy concerns. Australian telco Optus recently opened a privacy can of worms when the company introduced internally a live-transcription service that captures the phone call interaction between customers and a call centre officer. What is your opinion on this technology and its potential privacy implications? Learn more in an interesting ZDNet article:

    Seow Yoke Kong, Optus vice president of IT, has labelled the feature as assisting the human by taking notes from the phone call. The human still has to confirm the notes are accurate, however, but Seow said it saves the officer around five minutes not having to take their own notes.

    "At the end of day [it] is a summary of what are the follow up actions required … essentially an assistant to help them take notes," he said, speaking with media about the feature during last month's Red Hat Forum in Melbourne.

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