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Is it legal to record and transcribe calls with AI in the UK?
Short answer
Generally yes, if you're open about it. UK businesses can record calls on their own systems for business purposes, and AI transcription counts as processing personal data, so UK GDPR applies. Tell callers at the start, explain why in your privacy notice, keep recordings only as long as needed, and use a tool with proper data terms.
What to do
- Tell people: "Calls are recorded and transcribed for quality and records."
- Have a lawful basis, usually legitimate interests or a contract.
- Update your privacy notice to name call recording and AI transcription.
- Choose a provider with a data processing agreement and settings that stop training on your calls.
- Set a retention period and delete old recordings.
- Do a DPIA for sensitive calls, such as health or vulnerable customers.
Does AI transcription count as recording?
For data protection, yes: a transcript is personal data just like the audio. Some meeting bots announce themselves; others record silently from your device, so tell people yourself.
Meetings and note-takers
See does Otter AI work with Teams and Zoom?, can Otter AI record phone calls? and is Fireflies AI GDPR compliant?
Smart glasses
Glasses with cameras, such as Meta's AI glasses, can record people. Personal use is usually outside UK GDPR, but using them for business isn't. Don't film customers or staff without telling them.
Related questions
Can I record a call without telling the other person?
For personal use, recording your own call isn't generally illegal. For a business, being secret about it is hard to square with UK GDPR transparency.
How long can I keep call recordings?
Only as long as you need them for the stated purpose.
Sources
- Investigatory Powers (Interception by Businesses etc. for Monitoring and Record-keeping Purposes) Regulations 2018
- ICO: the right to be informed
- ICO: guidance on AI and data protection
Checked 17 October 2026. Rules and prices change, so check the source before you rely on it. This is general information, not legal, tax or financial advice.
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- Can AI make and answer phone calls?
- Can AI reply to text messages for my business?
- Can an AI receptionist take restaurant bookings?
- Can I use ChatGPT for customer service?
- Can Otter AI record phone calls?
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