Call transcripts
Call transcripts
The call transcripts feature enhances the reading experience for both customers and advisors by providing a written transcript of your phone readings.
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 ask that you respect each customer's comfort level and refrain from attempting to persuade them to change their settings.
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.
You can easily access your call transcripts directly from your dashboard (for eligible calls where call transcription is enabled):
Navigate to Transaction Details from your advisor dashboard
Find the specific call and click See Details
Scroll to the bottom of the page to review the call transcript
Privacy
You can view our Privacy Policy 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.
For more information, you can view the Customer Call Recording & Transcripts FAQs here.
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 advisors disable call transcripts?
At this time, customers can choose whether to enable call transcripts within their account. Advisors will be notified before accepting an incoming call if the customer has enabled transcriptions for that call.
We’re hearing excitement from customers, including feedback that having a transcript to reference after a reading may make them more likely to choose calls, an experience that was previously only available with chat. We hope advisors see the value this feature can provide to both sides of the marketplace.
That said, if you do not wish to participate in a call that is being transcribed, you are not required to accept that call and may simply decline it.
Can I choose not to accept transcribed calls?
If you do not wish to participate in a call that is being transcribed, you are not required to accept that call and may simply decline it.
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.