Voice Agents in Europe

Why Voice Agents Are Becoming Increasingly Important

Voice agents (speech-based AI assistants) are rapidly gaining importance in companies. User expectations have changed: customers are used to interacting with technology via voice through Alexa, Siri & Co. Many prefer direct dialogue – and for good reason.

At the same time, voice agents promise efficiency: they can process inquiries in seconds, reduce waiting times, and be available around the clock. Companies that rely on such voice-controlled assistants reduce costs and increase customer satisfaction.

The innovation behind this opens up new possibilities: from automated telephone support and voice-controlled ordering systems to personalized advisors. Voice agents are therefore not just a trend, but are developing into a competitive factor for modern companies.

Uncertainty Regarding Data Protection: US Providers and the GDPR

Despite the potential, there is widespread uncertainty regarding data protection. In particular, the use of voice agent platforms from the USA (such as VAPI) raises questions as to whether they can be used in a GDPR-compliant manner.

Since the abolition of the EU-US Privacy Shield and court rulings such as the Schrems II judgment, companies have become sensitized: A transfer of personal data to the USA is often seen as a legal risk. In one case, a German procurement chamber even rated the use of a European cloud provider with a US parent company as a GDPR violation – solely because of the latent risk that US authorities could gain access.

It is important neither to panic nor to ignore the issue. Instead, clarification is needed on what really matters to operate voice agents in a data protection-compliant manner. Misunderstandings often exist – such as the idea that the server location alone decides whether it is legal or illegal. In the next section, we will clarify the core of this issue.

Server Location vs. Data Processing Agreement – What Really Counts

A data center in Europe is of little use if uncontrolled access from third countries occurs in the background. Conversely, processing outside the EU can be permissible if strict data protection agreements apply.

The GDPR requires a Data Processing Agreement (DPA) for external service providers – this details what the provider may do with personal data and which protective measures apply. This contract forms the backbone of data protection.

Courts emphasize that a mere statement "Server location EU" is not sufficient as long as it is not contractually clarified who has access and where the data actually flows. Many global cloud providers face challenges here, as international teams are often involved, for example, for 24/7 support.

For companies, this means: When using voice agent services, they should not solely rely on the advertising promise "Hosting in EU," but actively inquire about which contractual guarantees (e.g., regarding the exclusion of data access from third countries) are provided. Transparent information on data processing and, if necessary, additional protective mechanisms such as encryption or pseudonymization are important. In short: The key to GDPR compliance lies in the content of the agreements and practical implementation – not just in the physical location of the servers.

VAPI – Usable in Compliance with GDPR with the Right Implementation

What does this mean concretely for a provider like VAPI from the USA? First: There is no blanket ban. As is often the case, it depends on the specific implementation.

In fact, VAPI can in principle be operated in a GDPR-compliant manner if certain conditions are met. VAPI itself is aware of European requirements. The provider emphasizes that it can handle EU data in a GDPR-compliant manner and has relevant certifications.

For example, regular audits are conducted to ensure compliance with data protection standards.

With the right precautions – contractual and technical – a solution like VAPI can certainly be operated in a legally compliant manner. Nevertheless, the responsibility remains with the deploying company to keep an eye on how the data flows. This is where European alternatives come into play, which facilitate this transparency and control inherently.

Aurili – Voice Agent Technology from Europe

As a European provider of voice agent technology, aurili.com addresses exactly this point. Aurili provides a platform that enables modern voice assistants while addressing data protection concerns from the ground up.

The main servers of Aurili are located in Europe and orchestrate the various AI components of a voice agent – from speech recognition (Speech-to-Text, STT) and language understanding AI models (Large Language Models, LLM) to speech synthesis (Text-to-Speech, TTS). This European infrastructure primarily means that data flows can remain under control and within the EU.

A key feature of Aurili is flexibility: customers have the choice to use purely European processing or, if necessary, to simultaneously access the latest AI technologies outside Europe.

Specifically, this means Aurili can, upon request, exclusively use European speech and AI services – ideal for use cases where maximum data sovereignty is required. Alternatively, the platform can be configured to integrate leading global AI services (such as highly developed models or services similar to those of VAPI) if desired for the project.

Aurili then acts as an orchestrator: The European servers control the process and integrate external services in a controlled manner. This allows companies to benefit from technological progress without relinquishing control over data protection.

Through this flexible approach, companies in Europe can use innovative voice agents without being forced into a black-and-white dilemma of "US cloud yes or no." They decide for themselves the degree of data protection vs. innovative strength they need – Aurili provides the technical basis for it.

AgentCompliance™: Transparency and Support for Data Protection

To further improve the aforementioned control and transparency, Aurili has developed the AgentCompliance™ tool. This provides a clear overview of all services and AI models used by a voice agent in operation.

Companies thus gain insight at the touch of a button into which service components (such as an STT service, a specific language model, a TTS service) are active and from which regions these services are operated. Especially in modern cloud environments, some services operate via distributed networks – AgentCompliance™ makes it visible whether processing, for example, occurs entirely in EU data centers or whether (and where) external providers may be involved.

Data protection officers and project managers can easily identify from the AgentCompliance™ overview which external services may need to be mentioned in their own privacy policy and where consents might be required.

With AgentCompliance™, Aurili relieves companies of much of the complexity of data protection documentation. It transforms the otherwise tedious research of where data goes into an easily understandable dashboard view. Thus, data protection does not become an obstacle, but a managed process in the voice agent project.

Conclusion: Balancing Technological Innovation and Data Protection

The good news: GDPR compliance and technological innovation are not mutually exclusive but can be reconciled with the right approach.

It is important that companies make conscious decisions: Which data is processed how? Where is the data located and who has access? Which contracts and security measures are in place? With this awareness, US-based voice services can also be used in a legally secure manner – it simply requires transparency, contracts, and control.

At the same time, solutions from European providers like Aurili are available that are tailored to local data protection requirements from the outset and still offer modern AI convenience.

Ultimately, voice agents offer an enormous opportunity for efficiency gains and improved customer experiences. With the right partner by your side, you can use this technology in a data protection-compliant manner and without legal concerns – thus offering your customers a modern and contemporary service.