In future, Swiss Post wants to be able to identify customer requests without endless dialling. To achieve that goal, its voice and intent recognition system must be trained and developed. This is why a test is being conducted at the Contact Center from December 2021 until the end of February 2022. During this time, and with the consent of the customers, we will make a recording of requests (e.g. I would like to extend the collection period for my parcel). These voice recordings will not be used for identification or marketing purposes, but exclusively for the purposes of training and developing our voice and call purpose recognition system. The voice recordings are saved (sound and text) in encrypted form without any direct reference to you (e.g. your name or customer number). After making their request, the customers are taken back to the main menu and put in touch with a member of staff. We may also make recordings of your calls with our staff, which are used for training and quality assurance purposes.

When making a call to Swiss Post’s Contact Center, spoken voice commands and the requests themselves are transmitted to the voice and call purpose recognition system in order to train the service. The sound recordings and text are stored. The voice recordings are not used for any other purpose. The aim of the system, after testing, is to connect you even faster to the member of staff on our hotline who is best suited to dealing with your request, or to respond to the request in an automated manner. If you do not consent to us using these voice recordings, you will still be able to use our telephone menu with the keypad.

No, Swiss Post will not create a user profile with your voice recordings. The voice recordings are not used for identification or marketing purposes. Voice commands are exclusively recorded for the purposes of training the voice and call purpose recognition system. Additionally, the recordings from your calls with our members of staff are used for training and quality assurance purposes.

The files are saved without any direct reference to you (e.g. name, address etc.). In order for us to respond to a customer request for information or deletion, the voice recordings are assigned an identification key. This is a long sequence of numbers that cannot be used to draw conclusions about the customer. Only a small group of individuals is able to generate this identification key at the request of the customer, and in order to protect their rights as a data subject. This makes it possible to recognize the customer’s own voice recordings, and to delete them if requested.

If you call Swiss Post’s Contact Center, you will hear an announcement about voice recordings, and the fact that we are training the voice recognition system. You will be informed that your voice commands, requests and calls with our staff are recorded and processed for development and quality assurance purposes.

If you do not consent to us using these voice recordings, you will still be able to use our telephone menu with the keypad.

You are entitled to receive information in writing about the personal data we process at any time, and for no fee. You can send your request for information in writing, with a copy of your identity card or passport enclosed, either to our postal or e-mail address (recordings@swisspost.ch).

You are also entitled to ask for inaccurate personal data to be corrected. You are also entitled to have your voice recordings and other personal data deleted provided that we are not obliged to keep some of your personal data by law. Finally, you are also entitled to revoke any consent granted for the processing of your personal data at any time, and/or to refuse the processing of your personal data.