Vocalyy
Talk to us Talk to us

About Our AI System

Version 1.0 — updated May 8, 2026

This page transparently explains what the Vocalyy voice agent is, how it works, and what its limits are. We publish this information per the EU Artificial Intelligence Act (Regulation 2024/1689) — Article 50, which requires transparency for AI systems that interact with humans.

In short: When you call a Vocalyy number, you're speaking with an AI agent, not a human. The agent tells you this at the start. The conversation is recorded and processed by an AI model (OpenAI GPT) to respond to you.

1. What is Vocalyy?

Vocalyy is a SaaS platform offering AI voice agents — conversational systems that answer phone calls on behalf of a business. The agent:

  • Answers calls 24/7
  • Understands what the caller wants (booking, question, etc.)
  • Automatically books appointments in the business calendar
  • Transfers the call to a human when needed

2. EU AI Act classification

Per the EU AI Act, the Vocalyy system is classified as:

  • Limited risk (Article 50) — AI system that interacts with natural persons
  • Main requirement: transparency — the caller must know they are speaking with an AI

Vocalyy is NOT:

  • An unacceptable-risk AI system (prohibited)
  • A high-risk AI system (medical, hiring, justice, etc.)
  • A general-purpose GPAI system

3. How it works technically

Call flow:

  1. Call reception: Call arrives at Vocalyy via Telnyx (phone network)
  2. Disclosure: The agent tells you it is AI and that the call is recorded
  3. Your voice → text: OpenAI Realtime API transforms voice into text (Speech-to-Text)
  4. AI processing: The GPT model generates a response based on business-provided instructions
  5. Text → voice: The response is converted to voice and played back to you
  6. Actions: If you requested a booking, the agent accesses the business calendar and creates it

4. AI models used

  • OpenAI GPT-realtime — primary model for conversation and actions
  • Anthropic Claude — fallback model (optional)

Both models are general-purpose foundation models — not specifically trained for Vocalyy. We configure their behavior through text instructions (system prompts), not through additional training.

5. What the agent can do

✅ What it can do
  • Answer calls in English (or other configured languages)
  • Answer questions about the business (hours, services, pricing)
  • Book appointments in the calendar
  • Confirm existing appointments
  • Understand caller intent from context
  • Transfer the call to a human on request

6. What the agent CANNOT do

❌ What it cannot do
  • Cannot make decisions with legal impact on you (cannot deny a service, cannot issue binding contracts)
  • Cannot provide medical, legal, or financial advice
  • Cannot emotionally manipulate or use subliminal techniques
  • Cannot identify people through biometric voice recognition
  • Cannot assess your credit risk
  • Cannot profile behavior beyond the call's purpose

7. Known limitations

We're transparent about the technical limitations of the agent:

  • It can make mistakes — AI models sometimes generate inaccurate responses ("hallucinations")
  • It may not understand strong accents or background noise
  • It does not have real-time information access beyond what was configured (cannot search the internet)
  • It does not remember previous conversations with the same caller (unless the business has enabled this)
  • Latency may vary based on network quality (typically 1-3 seconds)

8. Your rights as a caller

As a person calling a Vocalyy number, you have the right:

  • To be informed that you are speaking with an AI (we tell you at the start of the call)
  • To request transfer to a human at any point during the call
  • To hang up the call without consequence
  • To request deletion of the recording and transcript (write to the business you called)
  • Not to be subject to automated decisions with legal impact on you (the agent does not make such decisions)

9. Call recording

Calls are recorded for:

  • Quality assurance
  • Appointment management
  • Legal compliance

We inform you about the recording at the start of each call. If you don't want to be recorded, you can hang up and contact the business through other channels (email, web form).

10. AI model training

Your data is NOT used to train AI models.

We have opt-out enabled with OpenAI and Anthropic — conversations are processed to generate responses, but are not used to improve those providers' AI models.

11. Human oversight

Per the "Human in the loop" principle of the EU AI Act:

  • The business using the agent has dashboard access to all calls
  • The caller can request transfer to a human at any time
  • Vocalyy monitors calls for quality and safety (anonymized)
  • We have escalation procedures for unexpected situations

12. Complaints and appeals

If you believe the AI agent treated you incorrectly or have concerns about its use:

  1. Contact the business you called directly
  2. Contact Vocalyy: dpo@vocalyy.ro
  3. If unsatisfied, you can file a complaint with ANSPDCP (personal data) or the competent AI Act authority (once designated in Romania)

13. Technical documentation

For B2B customers (businesses using Vocalyy), we provide additional technical documentation:

  • AI Model Card
  • AI Impact Assessment (FRIA, if applicable)
  • Implementer's user manual

Request at agent@vocalyy.com.

14. Contact

Related pages: Privacy Policy · Sub-processors · Terms and Conditions · Retention Policy