UAE PDPL and AI call handling: what you need to know

The question we hear most often

"Is it legal to use AI to answer my customer calls?"

The short answer: yes, absolutely — with the right approach. Let's break down what UAE law actually requires.

What UAE PDPL says about call recording and AI

Under the UAE Personal Data Protection Law (PDPL), you must:

1. Have a lawful basis for processing — for call handling, this is typically *legitimate interests* or *contract performance*
2. Be transparent — callers must be informed if their call is being recorded or handled by AI
3. Retain data only as long as necessary — call recordings and transcripts must have defined retention periods
4. Protect the data — appropriate technical and organisational measures required

How CallWrk ensures compliance

### Transparency disclosure

Every CallWrk call begins with a brief disclosure: *"This call may be recorded for quality and training purposes and handled with AI assistance."* This satisfies the transparency requirement under UAE PDPL.

### Data residency

All call data for UAE customers is stored within the UAE (AWS me-central-1) where possible. We do not transfer personal data outside the UAE without appropriate safeguards.

### PDPL compliance

CallWrk Ltd operates in compliance with UAE PDPL as a data processor. Our compliance documentation is available on request.

### Retention policies

Call recordings are retained for a maximum of 90 days by default. Transcripts and booking data are retained in line with your CRM's retention policies. Both can be configured to shorter periods on request.

### Data Subject Requests

If one of your customers submits a data access request or requests erasure, CallWrk's data team will process the request within 30 days in line with UAE PDPL requirements.

What you need to do as a business

As the data controller, you remain responsible for:

• Including CallWrk's data processing in your Privacy Policy (we provide a template clause)
• Ensuring your website/booking flow informs customers that calls may be AI-assisted
• Maintaining a Record of Processing Activities that includes CallWrk

We provide all the documentation you need to stay compliant. Our compliance team is available to any customer who needs guidance.

Bottom line

UAE law is clear and manageable. Using AI to handle customer calls is entirely lawful when done transparently and with appropriate safeguards — and CallWrk has built compliance into every layer of the product.