Category term

What is Data Fiduciary?

A Data Fiduciary, under India's Digital Personal Data Protection Act 2023, is the entity that decides the purpose and means of processing personal data; for conversations recorded in a store, that is the retailer or brand, with the software vendor acting as a Data Processor on its instructions.

The fiduciary owes the customer notice, a lawful basis (usually consent), purpose limitation, retention limits and the ability to withdraw consent. A conversation intelligence programme has to be able to produce records of each.

Related terms

• Consent-first capture: Consent-first capture is a recording design in which nothing is captured until the customer has consented, through a QR page on their own phone, a WhatsApp or SMS link, or a spoken code recorded at the start of the conversation, with notice given at the entrance and the desk.
• Transcript retention window: The transcript retention window is the agreed period for which a conversation's transcript and derived scores are kept after the audio has been deleted, set by the retailer as Data Fiduciary and enforced automatically.
• Disclosure line: A disclosure line is the sentence an advisor says at the start of a conversation to tell the customer it may be recorded and why, treated as a scored playbook step so that every conversation carries evidence that notice was given.

Where Borentis applies this

• Compliance & Consent: Proof of what was said at the counter.