The security of our customers’ data and our services is our priority. Our focus is always on information security, and it is an essential part of our product development.
There are numerous aspects to security in our line of work. As a result, we understand that you may have many questions in this regard; thus, let us provide a brief summary of how we secure, protect, and anonymise data.
Using knowledge from customer conversations can make an immense impact on companies striving towards achieving their business goals, whether they are related to quality, sales, or efficiency. At the same time, many companies have not explored this area due to security concerns.
We are dedicated to protecting our customers’ data and place a strong emphasis on maintaining the highest levels of data security. Our team is committed to ensuring that all data is processed securely and protected from potential risks. We ensure that our customers’ data is kept confidential, and that all data processing complies with applicable rules and industry standards.
Feelingstream’s AI solutions are fully aligned with the EU AI Act, as our technology is designed to support and empower human decision-making, rather than replace it. Since our system does not make autonomous decisions and includes human oversight, it is not categorised as a high-risk AI system under the Act. We remain committed to transparency, compliance, and responsible AI development in all aspects of our work. Our approach ensures that AI enhances human capabilities while adhering to the ethical and legal expectations set by European regulation.
The ISO/IEC 27001 certificate is a valuable asset for any business since it confirms the company’s dedication to ensuring a secure environment for its data. As data and information security grow more crucial for businesses, the certificate ensures that the company meets the highest standards for information security management. By owning the ISO/IEC 27001 certificate, a company can show its customers, partners, and other stakeholders that it is dedicated to protecting its information and data, which builds trust and credibility.
We are pleased to announce that we have obtained ISO/IEC 27001 certification.
The scope of the certification is ISMS (Information security management system) covering development, deployment, support, and maintenance of conversation analytics platform and customer service. This achievement demonstrates our dedication to ensuring strong data security practices. This was no easy task; it required a rigorous process that went beyond a simple request for accreditation. Nonetheless, our unwavering commitment to data security drove us to achieve this milestone.
We use artificial intelligence (AI) to support analysis and insight generation, never to make decisions about individuals. All AI features in Leadstream are designed with fairness, transparency and human oversight in mind. Our responsible AI use principles:
Fairness and bias awareness
We test AI features to reduce bias and ensure outputs reflect real‑world organisational needs. AI outputs are indicative only and may not capture full context.
Transparency and clarity
Users see how AI supports their work. Outputs such as summaries are neutral, descriptive and clearly marked as AI‑generated. They must always be reviewed by a human.
Privacy and security
AI features follow the same data protection standards as the rest of the platform. All data used is anonymised and processed securely.
Accountability and human oversight
AI outputs are reviewed regularly and used under strict user control. Human judgement is required, and AI is never used for automated employment or contractual decisions.
We provide secure cloud-based solutions through Microsoft Azure or AWS. The customer selects the environment based on their internal policies and preferences. Deployments follow strict security standards and support region-specific requirements.
Cloud-based setups allow the customer to audit and verify the deployment. This setup provides scalable resources with verified security levels and trusted infrastructure.
We put the utmost emphasis on data security because the interactions we use to collect data from contain a variety of personally identifiable information (PII). We can anonymise discussions from various channels and data from all sources. We can remove numbers, email addresses, links and names, custom words from conversations both in audio and text. This protects the confidentiality of data as necessary. To make the speaker unrecognisable, we change the tonality of their voice in audio format.
We have implemented a granular user-groups-based access policy in our conversation analytics tool. Different groups are granted access to conversations based on their needs; for example, access can be restricted to specific channels, event types, teams, time, or to only show anonymised data. Our customers can customise user group and single-user access rights to meet their specific requirements. Additionally, customer opt-out from analysis is taken into consideration for content access.
All activities in our tool are logged. This covers any activities performed by any user. We can recreate the user journey if necessary and see what the user has looked at and done in the system. All these measures help us to ensure that our tool is safe, secure and that our users have the best experience possible.
Background checks on employees are an important step in ensuring data and information security. We check a person’s background before hiring them in order to confirm their identity and qualifications.
Before beginning a project, we can meet with a customer’s request for a thorough background check on our employees that includes looking into their criminal records.
We retain data for analysis according to the period specified by the customer. This applies to both anonymised and non-anonymised data, as well as audio and text. As we progress through the timeline specified by the customer, we delete data that falls outside the retention period. Once deleted, this data is not restorable.
To protect data during transmission, all data transmissions are encrypted using industry-standard.
To securely import and export data, the platform provides out-of-the-box integrations for REST API.
We have implemented technical security layers to protect our mission-critical systems from external attackers. Access is restricted based on user roles and user rights determine which services and networks they can access.
Login to the platform and learning environment using multi-factor authentication. An additional layer of security to secure the safety of our customers’ accounts.
