Responsible Artificial Intelligence

To deliver voice consultancy services, project and operational support on routing solutions, call analytics, and user experience design for our clients, Sound of Data may use AI-assisted systems within its operational, analytical and service delivery processes. These systems may support activities such as data analysis, content generation, solution design, productivity enhancement and decision support, while remaining subject to appropriate human oversight and defined internal governance controls.

Sound of Data does not operate as a primary data controller of customer business data and does not structurally host customer production datasets as part of its core delivery model. Where authorised access to customer systems or data is required, personal data is accessed or processed strictly within the scope of agreed contractual activities and under appropriate technical and organisational safeguards, in alignment with applicable data protection legislation and our information security governance framework.

AI within Sound of Data is applied as an enabling mechanism to strengthen service quality, consistency and insight, rather than as an autonomous decision-making system. All AI use is embedded within our structured operational processes and aligned with our information security, data protection and quality management principles, ensuring that responsibility and accountability remain with qualified professionals at all times.

We are committed to ensuring that AI systems used or developed by Sound of Data are lawful, transparent, explainable where appropriate, and free from unlawful bias or discrimination. We use AI in accordance with applicable regulatory requirements, including the General Data Protection Regulation (GDPR) and the European Union Artificial Intelligence Act (AI Act), and in line with our contractual and ethical obligations.

We continuously challenge ourselves to improve governance, accountability, and security in the use of AI. We monitor performance and outcomes to ensure alignment with our objectives and compliance with relevant standards. Everyone at Sound of Data is expected to use AI systems responsibly, in accordance with internal guidelines established under our integrated management system.

Teamwork, engagement, ownership, and support from everyone in the organization are critical to achieving our AI governance objectives. We are committed to providing the necessary leadership and resources to enable Sound of Data to review, maintain, and communicate its approach to Artificial Intelligence as part of our integrated management system.

We are committed to achieving high standards in the way we design, deliver, and operate our services and organizational processes. To this end, we have implemented an integrated management system that brings together our key governance domains. This system applies to the entire organization and supports consistent, controlled, and responsible management of our activities. Where applicable, our integrated management system is aligned with internationally recognized standards and is subject to independent assessment.

• We ensure that appropriate and effective controls are in place to prevent unlawful, biased, or unauthorized use of AI systems, as well as to safeguard the confidentiality, integrity, and availability of the data they process.

• We ensure that AI systems are developed, procured, and operated in a transparent, explainable, and secure manner. Where relevant, we will make sure that individuals are aware of and understand the role of AI in our services, particularly when it influences decisions that affect them.

• We only collect, process, and use data necessary to fulfill the specified purposes of AI systems. We will not retain data, model outputs, or derived information beyond what is necessary for those purposes. All processing is performed in line with the principles of data minimization and lawful use as set out in our Data Protection Policy.

• We recognize that we are responsible for the AI systems under our control. To ensure compliance with these principles and all applicable laws and regulations, we have designated individuals within our governance structure to oversee AI risk management, transparency, and compliance.

• We only use AI systems in accordance with laws and regulations, and within the limits of the purposes specified in our privacy, information security, and quality policies. Additionally, we adhere to the requirements outlined in our contracts with customers and suppliers, ensuring that AI is applied ethically, securely, and in line with Sound of Data’s values.