Ingenio Call Recording & Transcripts FAQs
What are transcripts?
Call transcripts are written versions of eligible advisor calls. When call transcripts are enabled for an eligible call, the call may be recorded and transcribed so that you and your advisor can review the transcript after the call.
When are calls recorded and transcribed?
Calls are recorded and transcribed only when call transcription is enabled for an eligible call. Before a recorded and transcribed call begins, we may provide notices through the Services, including in-product notices, call screens, settings, or an automated call message.
Will I be notified before a call is recorded and transcribed?
Yes. For eligible calls where call transcription is enabled, we will provide notice that the call will be recorded and transcribed. If you do not want a call to be recorded and transcribed, you should not proceed with the call or should turn off call recording and transcription where controls are available in your account settings.
Can I turn call transcripts on or off?
Where call transcript controls are available, you can manage your call transcript settings before starting a call. If you turn off call transcripts, eligible future calls will not be recorded or transcribed for transcript purposes.
Does turning off call transcripts delete prior transcripts?
Turning off call transcripts applies only to future eligible calls. It does not automatically delete transcripts or recordings from prior calls. You may contact us or use available account controls to exercise any privacy rights you may have under applicable law.
Who can see a call transcript?
Call transcripts may be made available to the applicable participants in the call, such as the customer and advisor, as described in the product experience. Ingenio personnel and service providers may also access recordings, transcripts, and related information as needed to provide the transcript feature, maintain service quality, support customer service, enforce policies, comply with legal obligations, protect safety, and operate or improve the Services. For more information, please see our Privacy Policy.
Are transcripts generated by AI?
Call transcripts may be generated using AI-powered transcription technology or other automated transcription tools. We may use third-party transcription providers to process call audio, transcripts, and related metadata on our behalf.
Are transcripts always accurate?
- No. Transcripts may be inaccurate, incomplete, delayed, or may misattribute, omit, or incorrectly transcribe certain words or speakers. Transcripts are provided for convenience only and should not be treated as official, complete, or error-free records of a call. You should independently confirm any information that is important to you.
Are all calls recorded and transcribed?
No. Call transcripts are available only for eligible calls where the feature is enabled. Some calls may not be recorded or transcribed, including calls placed through certain alternative phone numbers, such as [800 ASK KEEN].
Are chat sessions treated the same as calls?
No. Chat sessions and telephone calls may use different technologies and disclosures. Chat sessions may create chat records or transcripts as part of the chat experience. Telephone calls may involve call recording and transcription only where the call transcript feature is enabled for an eligible call. For more information, please see our Privacy Policy.
Will third parties use my call audio or transcripts to train their AI models?
We do not permit third-party transcription providers to use call audio or transcripts to train their general-purpose AI models unless we disclose that use and obtain any consent or provide any choices required by law.
How long are call recordings and transcripts kept?
We keep personal data, including call recordings and transcripts, for as long as reasonably necessary for the purposes described in our Privacy Policy. Retention periods may vary depending on the type of information and applicable legal or operational requirements. For more information, please see our Privacy Policy.
Where can I learn more?
For more information about how Ingenio collects, uses, discloses, and protects your personal information, please see our Privacy Policy. You may also contact us at privacy@ingenio.com.