Earlier this week it was reported that Facebook has been collecting audio from some voice chats on Messenger and paying contractors to listen to and transcribe it. The next day a Reuters report said Microsoft recently updated its privacy policy to let customers know that it had been collecting voice data (from Skype and Cortana) of its users with the help of employees and contractors. And in an email statement to Reuters a Microsoft spokesperson said they realized, “based on questions raised recently, that we could do a better job specifying that humans sometimes review this content.”

That got my CRM Playaz partner Paul Greenberg and I thinking about how all of these voice interactions are being used, what’s happening with this voice data without our knowledge, and what’s the right way for companies to engage customers as they leverage this growing treasure trove of data. And in particular how these two companies handled things this week.