Call transcripts

The call transcripts feature enhances the reading experience for both customers and advisors by providing a written transcript of your phone readings.

You do not need to alter how you speak, or how you structure your readings, you can conduct your call with the same professionalism and care as always. Because transcripts are generated automatically, an occasional typo or misspelled proper noun will pop up. Just keep in mind that transcripts are meant as a helpful summary tool for insights, rather than a rigid, word-for-word audit.

Think of transcripts as a major upgrade to your business tools! They make prepping for returning customers much easier because you can quickly review prior context and details before you message them or jump on another call.

Transcript settings are entirely up to each customer. Keen provides a notification to advisors before the call starts so you know whether the customer has chosen to have the reading transcribed. We just ask that you respect each customer's comfort level and refrain from attempting to persuade them to change their settings.

Privacy

You can view our Privacy Policy here.

For more information, you can view the Customer Call Recording & Transcripts FAQs here.

If you have any questions regarding the Privacy Policy or your privacy rights, our policy team (Play Fair) is best equipped to assist.

You can contact them by visiting our support page and selecting: I have a question about: Inquiries Related to Your Privacy Rights from the drop-down menu.

FAQs

Why did Keen add call transcripts as a feature?

Call transcripts were one of our most highly requested features by Keen customers. We introduced this option to give phone customers the same access to review their readings that chat customers already enjoy. By allowing customers to revisit guidance from their readings whenever they wish, we aim to enhance the overall customer experience and ultimately make Keen a better platform for customers and advisors alike.

Beyond enhancing the customer experience, call transcripts is an upgrade to advisor business tools. Written transcripts create a clear, mutual record of what was discussed during a reading. That gives both you and your customer a shared reference point of a conversation.

How will advisors know if a call is being transcribed?

Advisors will see a notification before each call indicating whether the customer has enabled call transcripts.

Can I choose not to accept transcribed calls?

While customers can choose whether to use this feature, advisors are expected to continue accepting calls regardless of the customer's preference. You will see a notification before each call indicating whether the call will be transcribed. We ask that you respect each customer's comfort level and refrain from attempting to persuade them to change their settings.

Are transcripts always accurate?

Because transcripts are generated automatically, an occasional typo or misspelled proper noun will pop up. Transcripts are meant as a helpful summary tool for insights, rather than a rigid, word-for-word audit.

Where can I find your privacy policy?

You can find our privacy policy here.

Who can I contact with policy-related questions?

If you have additional questions regarding the Privacy Policy or your privacy rights, our policy team (Play Fair) is best equipped to assist. You can contact them by visiting our support page and selecting I have a question about: Inquiries Related to Your Privacy Rights from the drop-down menu.

Call transcripts