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20 November 2024
Philippines: NPC issues advisory opinion on use of AI in call analysis and monitoring of call center employees
On May 21, 2024, the National Privacy Commission (NPC) published Advisory Opinion No. 2024-005, titled 'Use of artificial intelligence (AI) in call analysis and monitoring of call center employees.' The Advisory Opinion concerns:
- whether the company could rely on legitimate interest as its legal basis for processing personal information in connection with the activity taken by the company;
- whether the use of automated scoring/analysis to aid in measuring performance, identifying coaching, and learning opportunities is justified; and
- employees' objections to data processing override the company's legitimate interests.
You can read the Advisory Opinion here.
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