These terms apply in addition to the 2talk Terms of Service whenever you use any 2talk Voice AI feature, product, or service (Voice AI Services). If there is any conflict between these terms and the standard 2talk Terms of Service, these terms prevail in relation to your use of Voice AI Services.

Defined terms carry the meaning given to them in the 2talk Terms of Service, unless expressly defined below.

1. What these terms cover

   1. 2talk’s Voice AI Services cover any 2talk product or feature that uses artificial intelligence to listen to, transcribe, understand, summarise, generate, or otherwise process spoken conversation.
   2. Voice AI Services are opt in. You may activate any Voice AI Service for your account through the 2talk web portal. Some plans include a bundle of Voice AI units that can be applied to any combination of Voice AI Services; usage of these units depends on which Voice AI Service or Services you choose to activate and use.

2. Charges and usage

   1. Voice AI Services are charged based on consumption. Your plan may include a bundle of Voice AI units; if so, those units may be applied to any combination of Voice AI Services you have activated.
   2. Units are consumed based on actual usage of each Voice AI Service. The unit rate applicable to each product and model tier is set out in your plan details or the 2talk website, and may vary depending on the Voice AI Service and model selected.
   3. If you exhaust your bundled units before the end of your billing period, continued use of Voice AI Services will be charged at the applicable overage rate and deducted from your prepay balance immediately.
   4. Unused bundled units do not carry over to the next billing period.
   5. We may update Voice AI unit rates and overage rates from time to time in accordance with the pricing change provisions in the 2talk Terms of Service.

3. Recording, transcription, and processing

   1. Voice AI Services may record, transcribe, summarise, or otherwise process voice conversations in order to deliver the relevant feature to you.
   2. By activating or using the Voice AI Services, you confirm you have taken all steps required by applicable law in connection with the recording, transcription and processing of calls, including providing notification to callers and third parties in accordance with the Privacy Act 2020 and any other applicable laws. Notwithstanding any limit to your liability under the Terms of Service, you indemnify 2talk against any claim arising from your failure to comply with this clause 3 (Recording, transcription and processing).

4. Accuracy and limitations

   1. Voice AI Services use automated systems that may mishear, misinterpret, summarise inaccurately, or generate an incorrect or inappropriate response. Voice AI Services are provided as an aid to your business and not as a guaranteed or fault-free substitute for human judgement.
   2. We do not guarantee the accuracy, completeness, or appropriateness of any transcription, summary, or AI-generated response, and you should not rely on the Voice AI Services output for purposes where accuracy is critical without independent human verification.
   3. Clause 8 of the 2talk Terms of Service (Liability) applies to Voice AI Services in addition to this clause 4 (Accuracy and limitations).

5. Your responsibilities

   1. You must not use the Voice AI Services to:
      1. impersonate any person without their consent;
      2. make outbound calls without complying with applicable New Zealand law, including the uninvited direct sales provisions under Part 4A of the Fair Trading Act 1986, where those provisions apply to the type of call being made;
      3. attempt to extract, copy, reverse engineer, or train a competing model from the underlying AI technology; or
      4. send or otherwise use for the purposes of harassment or abusive communications.
   2. You are responsible for any configuration, script, prompt, or instruction you provide to a Voice AI Service, and for the consequences of using it in your business.

6. Data retention and export

   1. Transcripts and related Voice AI Service data are available to you within the 2talk portal for 6 months from the date of the relevant call or interaction.
   2. After this period, we may archive this data for up to a further 6 months (12 months in total from the date of the call) before it is permanently deleted.
   3. You can export your transcripts and related data via the portal while it remains available under clause 6.1 (Data retention and export). It is your responsibility to export any data you wish to retain before it is archived or deleted.
   4. Separate terms apply to call recording specifically, available on the relevant 2talk portal page, including your obligation to comply with applicable laws when using that feature.

7. IP ownership and Customer Data

   1. As between you and 2talk, you own all transcripts, recordings and other output generated from your Voice AI Services (Customer Data). We do not claim any intellectual property rights in your Customer Data.
   2. You grant 2talk a limited licence to use, host, store, process, transmit and disclose Customer Data solely as reasonably necessary to provide the Voice AI Services, provide support and troubleshooting, improve the Voice AI Services, comply with applicable law, and as otherwise set out in these terms and our Privacy Policy.
   3. We may use and disclose aggregated or de-identified data in connection with our business, including for product improvement, analytics, benchmarking and reporting purposes, provided that such data does not identify you or any caller.
   4. We do not use your Customer Data to train AI models, whether for our own use or for the benefit of any other person.
   5. The Voice AI Services do not currently carry out voice biometric identification or verification, including identifying or verifying who is speaking based on their voice. If this changes, we will update these terms and our Privacy Policy before enabling that feature and will comply with the Biometrics Processing Privacy Code where applicable.

8. Changes and availability

   1. We may add, change, suspend, or withdraw any of the Voice AI Services at any time.
   2. We will give you at least 30 days’ written notice of any change that materially reduces functionality you are actively using.