Voice AI Safety Services
Hardened, Compliant Voice AI for Australian Contact Centres
AiSafe deploys and operates voice AI, IVR and contact-centre AI systems with verbal consent capture, ACMA-aligned calling windows, per-action identity verification and tiered recording encryption. Australian-built guardrails for the Privacy Act 1988, the ACMA Telemarketing and Research Calls Industry Standard 2017 and your sector regulator are wired into the call from the first ring.
Superior Voice AI Safety from AiSafe
Verbal Consent Capture
Every call begins with a structured, recorded consent flow that meets the Privacy Act 1988 standard for sensitive information. Decline paths are honoured automatically and captured in the audit trail.
ACMA Calling-Window Enforcement
Outbound diallers are gated against the ACMA Telemarketing and Research Calls Industry Standard 2017 - including weekday, weekend and Australian public-holiday windows - so your campaign stays inside the lawful window.
Per-Action Identity Verification
Sensitive actions trigger a layered identity check - caller lookup, SMS one-time passcode and security questions - before the voice agent will release information or change account state.
Tiered Recording Encryption
Choose provider-managed encryption, platform-managed envelope encryption, or fully client-controlled keys held in Australian KMS regions. Every tier ships with revocable access and an immutable audit trail.
Transcript PII Redaction
Speech-to-text output is processed by an AU-extended PII detection engine that masks ABN, TFN, Medicare, BSB, passport numbers and date-of-birth in real time before storage or analytics.
SIP Trunk Hardening
Telephony trunks are reconciled continuously: IP allowlists, codec policy, dispatch rules and trunk credentials are enforced from infrastructure-as-code, with drift alerted to your on-call team.
Verbal Consent and Decline Workflows
Voice AI calls open with a structured consent statement that names the parties, the purpose, the recording status and the data uses. Callers can decline at any point and the workflow disengages cleanly while still creating a record of the interaction. The full consent text, the caller’s response and the timestamp are written to the call transcript and the audit log so your privacy officer can demonstrate that consent was sought, given or withdrawn for every conversation. Templates ship pre-aligned with the Privacy Act 1988 and the OAIC’s expectations for voice channels, and can be tuned per project for AHPRA-regulated practices, financial services intake or other sector contexts.
ACMA Calling Windows with Public-Holiday Awareness
Outbound voice campaigns are governed by the Do Not Call Register Act 2006 and the ACMA Telemarketing and Research Calls Industry Standard 2017, including specific weekday, weekend and public-holiday windows. AiSafe’s voice runtime evaluates the lawful calling window for each project and each contact in real time, with an Australian public-holiday provider that resolves national and state holidays automatically. Calls outside the window are deferred or cancelled, and every dialler decision is logged. The same rules can be tightened per customer preference – do-not-call lists, customer-specific quiet hours, or escalation policies for complaint handling.
Per-Action Identity Verification
Voice channels are an attractive target for social engineering, so AiSafe gates every sensitive action behind a layered identity check. The default flow combines caller-number lookup, an SMS one-time passcode to the registered mobile, and configurable security questions. Higher-risk actions can require additional factors. Verification outcomes – pass, fail, partial – are recorded against the action and the action is rolled back automatically if the check fails. The whole flow is configurable per project, so a healthcare clinic can require Medicare-context questions while a financial services intake line can layer in account-number challenges.
Tiered Recording Encryption and Transcript Redaction
AiSafe gives you three recording-encryption tiers: provider-managed (the simplest path for non-regulated workloads); platform-managed envelope encryption with AiSafe-held keys (the default for regulated mid-market work); and client-managed keys held in your own Australian KMS region (australia-southeast1 or australia-southeast2). Recordings can be revoked, retained or deleted independently per channel, and every access event is captured in a tamper-evident audit log. Transcripts are processed by an AU-extended PII detection engine that masks ABN, TFN, Medicare, BSB, passport numbers and date-of-birth before they reach storage, analytics or any downstream model. Combined with continuous SIP trunk reconciliation – IP allowlists, codec policy, dispatch rules and credentials enforced from infrastructure-as-code – your voice channel is secured in depth and auditable end to end.
Voice AI Safety - frequently asked
What does Voice AI Safety actually do for my contact centre?
It is the operational layer that makes voice AI lawful, compliant and resilient on Australian phone numbers. AiSafe deploys consent capture, ACMA-aligned calling windows, identity verification, transcript redaction, tiered recording encryption and SIP trunk hardening, then runs the controls as a managed service – so your call agents focus on customer outcomes while compliance and security are operated for you.
How do you handle verbal consent at scale?
Every call starts with a structured consent statement that names the parties, the purpose and the recording status. The caller can decline at any time and the system disengages cleanly. Consent text, response and timestamp are written to the call transcript and audit log so your privacy officer can evidence consent for every conversation. Templates are pre-aligned with the Privacy Act 1988 and adjustable per project. For details, contact us at [email protected].
Will this keep my outbound calling within ACMA rules?
Yes. Outbound campaigns are evaluated in real time against the Do Not Call Register Act 2006 and the ACMA Telemarketing and Research Calls Industry Standard 2017, including national and state public holidays. Calls outside the lawful window are deferred or cancelled, and every dialler decision is logged. You can tighten the rules per customer preference or per campaign.
What does identity verification look like for my callers?
The default flow combines caller-number lookup, an SMS one-time passcode to the registered mobile and configurable security questions. Higher-risk actions can require extra factors. The verification result is captured against the action and the action is rolled back automatically if the check fails.
Where are call recordings stored, and who can access them?
You choose one of three encryption tiers – provider-managed, platform-managed envelope encryption with AiSafe-held keys, or client-managed keys held in your own Australian KMS region (australia-southeast1 or australia-southeast2). Access is role-based, revocable and recorded in a tamper-evident audit log. Recordings can be retained, redacted or deleted on a per-channel and per-call basis to match your retention policy.
How is sensitive information removed from transcripts?
Speech-to-text output is processed by an AU-extended PII detection engine that masks ABN, TFN, Medicare, BSB, passport numbers and date-of-birth before transcripts reach storage, analytics or any downstream model. The detector ships with Australian recognisers tuned for local document formats and can be extended with sector-specific terms – AHPRA registration numbers, account references, client identifiers and similar.
Do you support our existing telephony provider and SIP trunks?
AiSafe integrates with mainstream Australian and international SIP carriers and runs trunk reconciliation as code: IP allowlists, codec policy, dispatch rules and credentials are enforced from your infrastructure repository, and any drift is alerted to your on-call team. We can keep your existing carrier relationships, replace them, or operate a multi-carrier failover strategy depending on what your service levels require.
