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The Data Protection Authority in Hungary (Nemzeti Adatvédelmi és Információszabadság Hatóság), (NAIH) recently published its annual report which included details of a fine of €670,000 (HUF 250,000,000) being imposed on a bank. To date, this fine is the highest imposed by the Hungarian Authority.
The fine was imposed on foot of the bank's automatic analysis of recordings of customer service calls, by way of artificial intelligence. The AI analytical system deployed by the bank was designed to analyse and assess callers' emotional states and keywords used on the calls. The results of this analysis were then stored along with recordings of the calls themselves and this data was used to rank the calls in order of priority to determine the order of contacting callers. The bank maintained the recorded calls for up to 45 days. The results of the analysis were also apparently used by the bank to manage complaints, to monitor call quality, to check work quality and to increase staff efficiency.
The NAIH found that the analysis of the recorded calls was not in itself unlawful. However, it did find a number of flaws in the bank's compliance with the General Data Protection Regulation (GDPR) including the following:
The decision of the NAIH demonstrates that when organisations consider using artificial intelligence to process personal data, they must ensure that:
Contributed by Kate Sullivan
The content of this article is intended to provide a general guide to the subject matter. Specialist advice should be sought about your specific circumstances.
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