Privacy Policy

1. Who we are

SentraKaya.AI is a product of SentraKaya Labs, registered as Sentrakaya (registration number 735921445), Greencourt Condominium Complex, 268 Gie Rd, Parklands, Cape Town, 7441, South Africa.

Our Information Officer and privacy contact is Walter Storey, reachable at privacy@sentrakaya.com.

2. Our two roles

We handle personal information in two different ways, and your rights depend on which applies.

• Website visitors and prospects. We decide why and how this information is used. We are the “responsible party” under POPIA and the “controller” under GDPR.
• Our clients’ contact-centre interactions. When a BPO or enterprise client uses SentraKaya.AI, the client decides to screen its own interactions and we process them on its instructions, under a written agreement. We are the “operator” under POPIA and the “processor” under GDPR.

3. Information we collect through this website

• Information you send us. If you email us or complete our pilot request form, we receive the details you give us, such as your name, work email address, company, job title, phone number, country, organisation type, contact centre platform, interaction volume, channels of interest and the content of your message. We use them only to reply to your request and to scope a pilot, and we share them with our email delivery provider for that purpose.
• Technical data. Our hosting provider (Cloudflare) processes your IP address, browser type, pages requested and the date and time of your visit in server logs, in order to deliver and protect the site.
• Fonts. This site loads typefaces from Google Fonts, so Google may receive your IP address and browser details when a page loads.
• Cookies and analytics. We do not currently use advertising or analytics cookies.

4. Interaction data processed by SentraKaya.AI

SentraKaya.AI assesses whether a call, chat or email reaching a contact centre is likely to come from an automated AI agent or from a human. Depending on the channel and the client’s set-up, the signals we process may include:

• Voice: audio streams and call signalling and telephony metadata, such as the originating carrier and packet timing.
• Chat: message text and response timing, browser and device signals such as keystroke and pointer activity, and network origin.
• Email: message content, mail-server headers, sending server addresses and timing.

The output is a confidence score, a routing outcome and audit tags or event logs, which we return to the client that sent us the interaction.

What the service is not designed to do

SentraKaya.AI does not require end users to register, enrol or complete extra verification steps. It evaluates metadata, acoustic features and protocol signatures strictly to detect automation, not to identify who a person is. It does not perform voice biometrics, speaker identification or voiceprint profiling, and it does not build voiceprints or other biometric templates to identify unique individuals.

What is stored

Depending on client configuration, SentraKaya.AI temporarily processes interaction data in memory to compute threat and automation scores. We store only transactional metadata, such as interaction IDs, timestamps, confidence scores and audit tags, for service analytics and client reporting. Raw audio streams and message contents are not stored by SentraKaya unless explicitly requested by the client for audit logging under a separate data processing agreement.

5. How we use information

• To provide, operate and secure SentraKaya.AI for our clients.
• To respond to enquiries and set up pilots.
• To detect and prevent fraud, abuse and misuse of our service and website.
• To comply with legal obligations.
• To improve our detection models. Where permitted by client agreements, anonymised or pseudonymised metadata and interaction patterns are used strictly to evaluate and train detection accuracy, without retaining the underlying personal information.

Where GDPR applies, our lawful bases are performance of a contract, our legitimate interests in running and securing the service, compliance with legal obligations, and consent where we ask for it. Under POPIA we process information where it is necessary for a contract, required by law, or to pursue a legitimate interest, or where you have consented.

6. Sharing

• Our clients. Screening results go to the client whose interaction we assessed.
• Service providers. Hosting and infrastructure providers, and professional advisers, who are bound to protect the information.
• Authorities. Where the law requires it, or to protect rights and safety.

We do not sell personal information.

7. International transfers

Our providers may process information outside South Africa. Our core infrastructure is hosted in Cloudflare’s secure cloud environments and on its global edge network. Where we transfer personal information across borders, we implement safeguards recognised by POPIA and, where it applies, GDPR, including Standard Contractual Clauses (SCCs) and strict data processing agreements.

8. Retention

We keep website enquiries for as long as needed to deal with your request and our relationship with you, and then for 24 months unless the law requires longer. Retention of interaction data is set out in section 4 and in each client agreement.

9. Security

We use technical and organisational measures appropriate to the risk, such as encryption in transit (TLS 1.3), encryption at rest, strict least-privilege access controls through identity and access management (IAM), centralised infrastructure logging, and mandatory confidentiality obligations for staff. No system is completely secure, and we will notify affected parties and regulators where the law requires.

10. Your rights

You may ask us to confirm whether we hold your personal information, to give you access to it, to correct it, or to delete it. You may also object to certain processing and withdraw consent you have given. Under GDPR you can also ask us to restrict processing and to provide your data in a portable format.

If your information was processed through a client’s contact centre, please contact that client first, because they decide how the interaction is handled. We will help them respond.

To exercise a right, write to privacy@sentrakaya.com. If you are unhappy with our response, you can complain to South Africa’s Information Regulator (inforegulator.org.za) or, if you are in the EU or UK, to your local data protection authority.

11. Children

Our website and service are intended for businesses and are not directed at children under 18. We do not knowingly collect their personal information through this site.

12. Changes to this policy

We may update this policy from time to time. The effective date at the top shows when it last changed. For material changes, we will notify registered clients by email or through a prominent notice on our platform dashboard at least 30 days before the changes take effect.

13. Contact us

SentraKaya Labs
Greencourt Condominium Complex
268 Gie Rd, Parklands
Cape Town, 7441, South Africa
privacy@sentrakaya.com