Trust at Chordia is built through clear boundaries, practical controls, and ongoing review—not through marketing claims.
Chordia analyzes real customer conversations. That means we treat security, privacy, and responsible AI use as part of day-to-day operations. On this page, we explain what data Chordia processes, how it flows through the platform, how access is controlled, and how we apply AI with human oversight.
Chordia is early, but intentional. Our goal is to be clear about what we do today, what we don’t do, and how our trust posture matures as customer needs and the platform scale.
Chordia is designed to analyze customer interactions so teams can measure quality, monitor compliance, and surface customer signals. To do that, we process conversation data and related metadata that customers choose to connect to the platform.
Depending on your configuration and channels, Chordia may process:
Chordia is not intended to ingest or store:
If sensitive information appears within a customer conversation (for example, when a caller states it verbally), that information may be present in the original audio. Where supported by the customer’s configuration and transcription services, sensitive data such as PII or payment information may be detected and redacted during transcription before transcripts are stored or used for further analysis. Customers control what is recorded, what is ingested, how redaction is applied, and how long data is retained.
At a high level, data moves through Chordia in the following way:
Chordia uses third-party transcription services to convert audio into text for analysis. These services support the detection and redaction of sensitive information.
Where enabled by the customer or deployment configuration:
These capabilities help limit exposure of sensitive information while preserving the usefulness of conversation data for quality, compliance, and insight.
This page describes the principles and controls around this flow. The specific configuration—channels, fields, retention, and access—is determined by each customer’s deployment
Customers retain ownership of all data processed by Chordia. Chordia acts as a data processor, handling customer interaction data solely to deliver the services configured by each customer.
Data processed by Chordia is used only to:
Chordia does not use customer data for unrelated purposes such as advertising, resale, or third-party data enrichment.
Chordia generates derived outputs—such as scores, flags, summaries, and trends—based on customer interactions. These outputs:
AI-assisted analysis is applied only within the scope of the customer’s deployment. Customers define:
Chordia does not independently repurpose customer data or redefine how it is evaluated.
Chordia applies security controls designed to protect customer data throughout ingestion, processing, storage, and access. Our approach follows modern SaaS security practices and is aligned with how the platform is actually built and operated.
These controls apply to both raw interaction data and derived outputs generated by the platform.
Access permissions are reviewed as part of normal operational processes.
Chordia operates in secure, cloud-based environments designed to support isolation, durability, and controlled access. Infrastructure services provide built-in protections for availability, storage, and key management.
Security practices evolve alongside the platform and are adjusted as customer requirements, usage patterns, and risk profiles change.
Privacy at Chordia is grounded in customer control and purpose limitation. Customer data is processed only to deliver the services configured by each customer and in accordance with our Privacy Notice.
Customers determine:
Access to data and insights is governed by role-based permissions within the platform.
Chordia does not use customer interaction data to build unrelated products or services.
Data retention and deletion follow customer-defined policies and contractual requirements. Customers may request deletion of data in accordance with applicable agreements and legal obligations.
Detailed information about how personal data is collected, used, and protected is described in Chordia’s Privacy Notice, which governs privacy practices across the platform.
AI is central to how Chordia analyzes customer conversations, but it is applied with clear boundaries and human oversight. The platform is designed to support understanding, evaluation, and insight—not to replace human judgment or decision-making.
Within Chordia, AI is used to:
AI operates within the scope defined by each customer’s configuration and policies.
This human-guided approach ensures AI supports consistent analysis without removing accountability.
When Chordia uses third-party large language models to support analysis, we take explicit steps to limit data exposure:
These safeguards ensure customer conversation data is analyzed without being retained or repurposed outside the scope of the Chordia platform.
Chordia’s formal commitments regarding ethical and responsible AI use are documented in our AI Use & Ethics Policy, which outlines how AI is governed, constrained, and applied across the platform.
Chordia is designed to operate reliably in production environments where customer teams depend on consistent access to conversation data and insights.
Reliability practices are reviewed as part of ongoing platform operations.
Chordia’s operational approach emphasizes resilience and incremental improvement rather than static guarantees. As customer needs and deployment complexity increase, reliability and continuity practices evolve accordingly.
While Chordia does not publish formal service-level agreements at this stage, reliability is treated as a core operational responsibility.
Chordia does not currently hold formal third-party security or compliance certifications such as SOC 2.
Security and compliance are active areas of investment. Chordia is actively working toward SOC 2 compliance as part of a broader effort to formalize controls and documentation as the platform scales.
Chordia is designed to support customers operating in regulated environments, including healthcare, financial services, and other industries with heightened data protection requirements.
Our security, privacy, and data-handling practices are informed by commonly recognized frameworks and regulations, such as HIPAA and ISO-based security standards. While Chordia does not currently hold formal certifications under these frameworks, we design platform controls with these requirements in mind and work with customers to support their compliance obligations.
Formal compliance programs, including SOC 2, are being pursued deliberately and incrementally—aligned with platform maturity, customer needs, and operational readiness.
Our goal is to achieve compliance in a way that reflects how the system is actually used and operated, rather than treating certification as a one-time exercise.
Chordia treats trust as an ongoing responsibility rather than a one-time effort. As the platform evolves, security, privacy, and AI practices are reviewed and improved alongside product and operational changes.
Feedback from customers, partners, and internal reviews helps inform how controls, processes, and safeguards evolve over time. This ensures improvements are grounded in real-world usage rather than theoretical assumptions.
Updates that affect data handling, security posture, or AI behavior are introduced deliberately and evaluated for impact. Where appropriate, customers are informed of material changes.
This approach allows Chordia to mature its trust posture in step with platform growth and customer needs.
We welcome questions about data handling, security practices, privacy, or responsible AI use.
For security- or trust-related inquiries, please contact:
security@chordia.ai
We aim to respond to trust and security questions promptly and transparently. Additional information or supporting materials may be available upon request, depending on the nature of the inquiry.
