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AI Nutrition Fact Labels

This page covers the AI Nutrition Fact Labels for the Voice Intelligence Base Models. These labels detail how Twilio handles customer data across the Base Models, with specific guidelines on data logging, privacy, and compliance.

Voice Intelligence Base Models

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Twilio uses different Base Models as the foundation for creating Transcripts and executing Language Operators. Voice Intelligence includes the following AI Base Models:

  • Twilio's own AI Model
  • OpenAI
  • Amazon Comprehend
  • Deepgram Speech-to-Text
  • Google Speech-to-Text
  • Amazon Transcribe
  • Private AI
(information)

Base Model training

Customer data is not used to train the Base Models for OpenAI, Deepgram Speech-to-Text, Private AI, Google Speech-to-Text, or Amazon Transcribe.

Twilio uses customer data to train the Twilio Base Model only if you opt in by accepting the Data Logging Terms when you create your Voice Intelligence Service. For more information, refer to the Twilio Voice Intelligence: Data Logging Consent Addendum(link takes you to an external page).

AI Nutrition Fact Labels

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AI Nutrition Fact Labels give consumers and businesses a more transparent and clear view into "what's in the box" of a specific AI model. The Label explains how the AI model uses customer data for training AI models and how it handles data privacy and compliance.

The following sections show the current AI Nutrition Fact Labels for the Voice Intelligence Base Models. Visit Twilio AI Nutrition Facts(link takes you to an external page) to learn more about AI Nutrition Facts and how to read these labels.

Twilio's own AI model

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AI Nutrition Facts

Voice Intelligence - Twilio models

Description
Twilio Automatic Speech Recognition that creates transcripts and Pre-built Language Operators that generate structured information mapping to specific data types such as agent introduction or voicemail detection.
Privacy Ladder Level
4
Feature is Optional
Yes
Model Type
Predictive
Base Model
Twilio

Trust Ingredients

Base Model Trained with Customer Data
Yes

If the customer enables Data Logging functionality, then the Base Model is trained with customer data.

Customer Data is Shared with Model Vendor
Yes

If the customer enables Data Logging functionality, then customer data is shared with Twilio to train the Base Model.

Training Data Anonymized
No
Data Deletion
Yes

If the customer enables Data Logging functionality, then Trained Data might be deleted by the customer through written request. The customer can delete non-Training Data at anytime through use of API.

Human in the Loop
Yes

The customer views output in the Voice Intelligence API or Transcript Viewer.

Data Retention
Until the customer deletes

Compliance

Logging & Auditing
Yes
Guardrails
Yes
Input/Output Consistency
Yes
Other Resources
https://www.twilio.com/docs/voice/intelligence/pre-built-operators

Learn more about this label at nutrition-facts.ai(link takes you to an external page)

OpenAI GPT-4o mini

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AI Nutrition Facts

Voice Intelligence - OpenAI

Description
Language Operators with OpenAI in Voice Intelligence. Generate summaries from call transcripts and sentiment analysis.
Privacy Ladder Level
N/A
Feature is Optional
Yes
Model Type
Generative
Base Model
OpenAI GPT-4o mini

Trust Ingredients

Base Model Trained with Customer Data
No
Customer Data is Shared with Model Vendor
No

Customer data is shared with the Model Vendor for processing only. Customer data is not used to train the Base Model.

Training Data Anonymized
N/A
Data Deletion
Yes

Language Operator input and output are deleted when the customer deletes the transcript.

Human in the Loop
Yes

The customer views output in the Voice Intelligence API or Transcript Viewer.

Data Retention
Until the customer deletes it

Compliance

Logging & Auditing
Yes
Guardrails
Yes
Input/Output Consistency
Yes
Other Resources
https://www.twilio.com/docs/voice/intelligence/pre-built-operators

Learn more about this label at nutrition-facts.ai(link takes you to an external page)

Amazon Comprehend

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AI Nutrition Facts

Voice Intelligence - Amazon Comprehend

Description
Language Operators with Amazon Comprehend in Voice Intelligence to detect entities in your calls such as products, quantities, or locations.
Privacy Ladder Level
N/A
Feature is Optional
Yes
Model Type
Predictive and Generative
Base Model
Amazon Comprehend

Trust Ingredients

Base Model Trained with Customer Data
No
Customer Data is Shared with Model Vendor
No

Customer data is shared with the Model Vendor for processing only. Customer data is not used to train the Base Model.

Training Data Anonymized
N/A
Data Deletion
Yes

Language Operator input and output are deleted when the customer deletes the transcript.

Human in the Loop
Yes

The customer views output in the Voice Intelligence API or Transcript Viewer.

Data Retention
Until the customer deletes it

Compliance

Logging & Auditing
Yes
Guardrails
Yes
Input/Output Consistency
Yes
Other Resources
https://www.twilio.com/docs/voice/intelligence/pre-built-operators

Learn more about this label at nutrition-facts.ai(link takes you to an external page)

Transcription Vendors: Deepgram, Google, and Amazon

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AI Nutrition Facts

Speech to Text Transcriptions - Programmable Voice and Voice Intelligence

Description
Generate speech to text voice transcriptions (real-time and post-call) in Programmable Voice and Voice Intelligence.
Privacy Ladder Level
N/A
Feature is Optional
Yes
Model Type
Generative and Predictive - Automatic Speech Recognition
Base Model
Deepgram Speech-to-Text, Google Speech-to-Text, Amazon Transcribe

Trust Ingredients

Base Model Trained with Customer Data
No

Voice Intelligence and Programmable Voice only use the default Base Model provided by the Model Vendor. The Base Model is not trained using customer data.

Customer Data is Shared with Model Vendor
No

Voice Intelligence and Programmable Voice only use the default Base Model provided by the Model Vendor. The Base Model is not trained using customer data.

Training Data Anonymized
N/A

Base Model is not trained using any customer data.

Data Deletion
Yes

Transcriptions are deleted by the customer using the Voice Intelligence API or when a customer account is deprovisioned.

Human in the Loop
Yes

The customer views output in the Voice Intelligence API or Transcript Viewer.

Data Retention
Until the customer deletes

Compliance

Logging & Auditing
Yes

The customer can listen to the input (recording) and view the output (transcript).

Guardrails
Yes

The customer can listen to the input (recording) and view the output (transcript).

Input/Output Consistency
Yes

The customer is responsible for human review.

Other Resources
https://www.twilio.com/docs/voice/intelligence

Learn more about this label at nutrition-facts.ai(link takes you to an external page)

Private AI

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AI Nutrition Facts

Voice Intelligence - PII Redaction

Description
Identify, redact, and extract PII in voice transcripts and recordings in Voice Intelligence.
Privacy Ladder Level
N/A
Feature is Optional
Yes
Model Type
Predictive
Base Model
Private AI

Trust Ingredients

Base Model Trained with Customer Data
No

Voice Intelligence only uses the default Base Model provided by the Model Vendor. The Base Model is not trained using customer data.

Customer Data is Shared with Model Vendor
No

Twilio hosts and manages its own version of the Base Model. Customer Data is not shared with Model Vendor, it is only shared with the Twilio-hosted Base Model.

Training Data Anonymized
N/A

Base Model is not trained using any customer data.

Data Deletion
Yes

Transcripts and recordings are deleted by the customer using the Voice Intelligence API or when a customer account is deprovisioned.

Human in the Loop
Yes

The customer views output in the Voice Intelligence API or Transcript Viewer.

Data Retention
Until the customer deletes

Compliance

Logging & Auditing
Yes

The customer can listen to the input (recording) and view the output (redacted PII).

Guardrails
Yes

The customer can listen to the input (recording) and view the output (redacted PII).

Input/Output Consistency
Yes

The customer is responsible for human review.

Other Resources
https://www.twilio.com/docs/voice/intelligence

Learn more about this label at nutrition-facts.ai(link takes you to an external page)