Talkative uses AI to power features such as voice and chat bots, agent assist, summaries and analytics. We do not build or train our own AI models. We use established third-party large language models (LLMs) for inference only, which means your data is used to generate a response and is not used to train any model. You choose which LLM to use from a self-service configuration in the application.
Every AI feature is optional and configurable. No customer data is shared with third parties outside the sub-processors disclosed in our Data Processing Agreement. Most AI processing runs with zero data retention at the model provider, with the limited exceptions listed under "Data retention" below.
For the complete, always-current version of this information, see our AI data compliance page. Our Data Processing Addendum lists every sub-processor.
AI features and the data they process
Feature | What it does | Data processed | PII | Model or subprocessor | Region | Retention |
Voice AI | Real-time conversation with an interactive voice bot | Conversation transcript, interaction data | Yes | Your chosen LLM, plus speech-to-text and text-to-speech providers | See tables below | See tables below |
Chat AI | Real-time conversation with a chat bot on web, SMS or social | Conversation transcript, interaction data | Yes | Your chosen LLM | See LLM table | See LLM table |
Email AI | Suggested responses to emails | Conversation transcript (email contents) | Yes | Your chosen LLM | See LLM table | See LLM table |
AI Agent Assist (KB suggestions, Navi) | Real-time agent suggestions based on the ongoing chat | Conversation transcript, interaction data | Yes | Your chosen LLM | See LLM table | See LLM table |
AI Agent Rephrase | Rephrasing options for agent-written responses | Agent input text only | No | Regionally hosted Llama | Mirrors your Talkative region | 0 days |
AI Agent Training | Fictitious interactions for agent upskilling | Fictitious conversation transcript | No | GPT-4.1 | US | 0 days |
AI Interaction Summaries | Summaries of customer interactions for internal review | Conversation transcript | Yes | Regionally hosted Llama | Mirrors your Talkative region | 0 days |
AI Interaction Data Capture | Automatically extracts key fields such as names and issues | Conversation transcript | Yes | GPT-5 mini | Mirrors your Talkative region | 0 days |
AI Analytics Assistant | Query customer interaction trends in natural language | Analytics reports | No | GPT-4.1 | US | 0 days |
AI Insights Report | Periodic reports on trends, issues and agent performance | Conversation transcripts | Yes | Gemini | Mirrors your Talkative region | 0 days |
AI Sentiment Analysis | Evaluates the emotional tone of text interactions | Conversation transcript | Yes | AWS Comprehend | Mirrors your Talkative region | 0 days |
Choosing your LLM
You select your LLM in a self-service configuration within the application. The models currently available:
Model | Provider | Hosted by | Region | Retention |
GPT-4.1 | OpenAI | OpenAI | OpenAI EU region for UK and Germany instances; OpenAI US region for US and Australia instances | 0 days |
GPT-5 mini | OpenAI | OpenAI | OpenAI EU region for UK and Germany instances; OpenAI US region for US and Australia instances | 0 days |
Gemini Pro | Google | Google (Vertex AI) | London, US and Australia, mirroring your Talkative instance | 0 days. Google may log prompts to detect abuse under its Acceptable Use Policy |
Gemini Flash | Google | Google (Vertex AI) | London, US and Australia, mirroring your Talkative instance | 0 days. Google may log prompts to detect abuse under its Acceptable Use Policy |
Claude Sonnet | Anthropic | AWS Bedrock | AWS London for UK and Australia instances; AWS US for US instances | 0 days |
Claude Haiku | Anthropic | AWS Bedrock | AWS London for UK and Australia instances; AWS US for US instances | 0 days |
Llama 70B | Meta | AWS Bedrock | AWS London for UK and Australia instances; AWS US for US instances | 0 days |
Llama 8B | Meta | AWS Bedrock | AWS London for UK and Australia instances; AWS US for US instances | 0 days |
Talkative LLM* | OpenAI open-weights model | Talkative AWS | Any AWS region | 0 days |
*Talkative LLM is an open-weights model, fully hosted and managed by Talkative as a dedicated resource. It is available as a paid add-on; contact us for details.
Voice AI subprocessors
Voice AI combines three components: your chosen LLM (currently OpenAI LLMs are supported for Voice AI, with AWS Bedrock models in progress), a text-to-speech (TTS) provider, and a speech-to-text (STT) provider.
Type | Provider | Region | Retention |
Text-to-speech | ElevenLabs | United States, Netherlands | 0 days (zero-retention mode) |
Speech-to-text | Deepgram | United States | Audio files not stored; logs retained for 90 days |
Text-to-speech | Google | US, Europe | 0 days |
Speech-to-text | Google | US, Europe | 0 days |
Speech-to-speech | OpenAI | US, Europe | 0 days |
We are actively evaluating additional speech-to-text and text-to-speech providers. Contact us if you have specific requirements.
Where AI processing happens
Any data processed by an LLM is also processed and stored within the main Talkative application, which is hosted on AWS. Talkative currently runs instances in the UK (London), Germany, Australia, and the United States. Where possible, the subprocessors above are mapped to the AWS region that matches your Talkative instance. For example, Llama on AWS Bedrock runs in the UK region for customers on the UK instance. Other AWS regions are planned; contact us for timelines.
Data retention
The default across our AI features is zero data retention: providers process your data to generate a response and do not store it. Two exceptions apply:
- Deepgram (speech-to-text for Voice AI) does not store audio files, but retains logs for 90 days.
- Google may log prompts to detect abuse and policy violations as part of providing its generative AI services.
Within the main Talkative application, data is handled according to your instance region and our Data Processing Agreement.