Budapest Bank Zrt. – €634,000 Fine (Hungary, 2022)
General GDPR enforcement action
This case relates to broader data protection obligations, not specifically to cookie or consent banner compliance. It is not included in cookie statistics or the Risk Calculator.
Budapest Bank received a EUR 634,000 fine for using AI to assess customers' emotions during calls without proper notification. The bank didn't inform customers about the emotional analysis, violating their rights to know and object. This highlights the need for clear communication about data processing purposes.
What happened
Budapest Bank used AI to evaluate customers' emotions during calls without informing them.
Who was affected
Customers whose emotional states were analyzed by Budapest Bank's AI during phone calls.
What the authority found
The Hungarian DPA fined Budapest Bank for failing to inform customers about the emotional analysis of their calls, violating their rights to be informed and to object.
Why this matters
This ruling stresses the importance of transparency in data processing, especially when using AI for sensitive tasks like emotion analysis. Companies should ensure they clearly communicate the purposes of data processing to customers.
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The Hungarian DPA (NAIH) has fined Budapest Bank Zrt. EUR 634,000. NAIH reports that the bank used an artificial intelligence-driven software solution to automate the evaluation of customers' emotional state. The speech evaluation system determined which customers needed to be recalled based on the customer's mood. The bank operated the application to prevent complaints and to keep customers. The bank did not inform the data subjects, that the processing of their data serves, among other things, for customer retention purposes, meaning that customers were not in a position to object to the processing. As a result, the rights of the data subjects regarding adequate information and the right to object were not guaranteed. The DPA also found that the bank's legitimate interest as a legal basis for processing the personal data was not sufficiently substantiated as the bank had not sufficiently examined the interests of the data subjects. The bank thus processed the data without a valid legal basis.
Related Enforcement Actions (1)
Other enforcement actions involving Budapest Bank Zrt. in HU
Details
Fine Date
8 February 2022
Authority
Nemzeti Adatvédelmi és Információszabadság Hatóság
Fine Amount
€634,000
Enforcement Tracker ID
ETid-1244
About this data
Cite as: Cookie Fines. Budapest Bank Zrt. - Hungary (2022). Retrieved from cookiefines.eu
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