24/7 CALL RECORDING & TRANSCRIPTION

Never miss a detail with call recording and transcription

Attention to detail and accuracy improve client experience. Smith.ai can automatically record your calls so you never miss what your customers have to say. Listen to your callers, and read and search their exact words from any conversation.
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OUR FEATURES AND SERVICES

BE A FLY ON THE WALL

Hear exactly what your customers are saying

Access every conversation Smith.ai handles for your business. Gather all pertinent information by listening to the audio recording of any call. Use that information to “wow” clients.

READ & SEARCH CALL TRANSCRIPTS

Find conversations fast with intelligent search

Don’t have time to listen to a recording? No problem. We accurately convert speech to text, so you get a line-by-line breakdown of the entire conversation. 

Locate calls in your Smith.ai dashboard in seconds without having to remember a caller's phone number, their name, or when the call took place. Search for words and phrases to find exactly what you’re looking for.

PRIVACY AND SECURITY

We keep caller data secure

We automatically mask personally identifiable information (PII) in recordings and transcripts. Details such as credit card information and social security numbers are redacted to fully protect your callers and your business.

UNDERSTAND YOUR CUSTOMERS

Identify powerful insights from every call

Get to know your new and existing clients on a whole new level. Call recordings give you the rare opportunity to hear precisely what clients want in their own words. Leverage this information to deliver better customer experiences by anticipating your clients’ needs and proactively addressing them.

CREATE BETTER INTERACTIONS

“Wow” clients with an elevated customer experience

Customers hate repeating information and love it when you’re already familiar with what they said! Be proactive, prepared, and equipped with information they already provided to your business when they first called in. Use call recordings (and transcripts) to recall past conversations with accuracy before heading into the next client meeting or sales call.

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We play well with your software

Calls, chats, appointments, and payments are automatically logged in your systems. Here is a selection of our many integration partners.

Trusted by businesses &
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"Smith.ai is just excellent. My go-to receptionist team that I use and recommend to other law firms... and business owners generally!! They go above and beyond to cater their receptionist and live chat services to the specific needs of my business."
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Joey Vitale
Indie Law
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Smith.ai was stellar. They listened to me and tailored my reception service to my specific needs. They were also very good about helping me stay within my budget.
Shamia Cottrell
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My only regret about hiring Smith.ai is that I didn't make the decision sooner. They've been instrumental in helping my team operate virtually during shelter-in-place orders amid the coronavirus pandemic.
Littleton Legal PLLC
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I love Smith.ai! This has been a really convenient service and enabled me to focus on my work more and screen customers more effectively.
Jennifer Fabian-Verzosa

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Call Recording & Transcription FAQs

The best virtual receptionist services do much more than pick up phone calls, complete call transfers, and take messages for you and your staff. At Smith.ai, we provide professional live agents who are capable of a wide range of services from call handling, to appointment booking, to lead intake, to website chat, and more. Whether you need live staff on duty 24/7, during daytime hours, for overflow support only, or just for after-hours (nights and weekends), here are the answers to the most common questions we receive about our call recording and transcription services, specifically.

What are the benefits of using a service like Smith.ai to record calls?

For decades, call recording has been a common tool implemented by businesses to foster better customer service. Smith.ai’s call recording does far more for your business than simply strengthening the customer experiences you offer. Here are just a few of the major benefits that come from utilizing call recording with Smith.ai: 

  • Prepare for the next chat: Using the call recording to recall conversations accurately prepares businesses to continue the discussion, whether for customer support or the next step in the sales funnel. Showing professionalism, background knowledge, and awareness will help you win (and keep) more clients.
  • Listen to the last call with a client before redialing: Sales teams can revisit old audio recordings and transcripts prior to engaging with a lead. Equipped with the information needed to understand the needs of the prospect opens the door for more personable customer experiences and more productive conversations to take place.
  • Refine customer personas: Your marketing team can use recordings to develop accurate working buyer personas that specifically describe your target customers’ interests, pain points, buying behaviors, etc.
  • Utilize accurate, verbatim records: Error-free audio recordings and full-text transcriptions of calls are key to offering reliable services, no matter your specialty. Knowing exactly what was said, by who, and when can equip your team with the information they need to serve clients better. 
  • Know your calls are being handled correctly, every time: Smith.ai provides complete transparency and peace of mind to our clients. Know that your calls are being handled with care by our friendly North American-based receptionists. If a virtual receptionist service doesn’t offer recordings of calls they handle on behalf of your business, ask yourself, “What are they hiding?”

What are the benefits of using a service like Smith.ai for transcription?

Smith.ai believes call recording and transcription go hand-in-hand. That’s why, unlike most call answering services, Smith.ai goes above and beyond by offering call transcription services in addition to our call recording services. Call transcripts enable businesses to:

  • Find conversations fast: Smith.ai’s transcripts are searchable in the dashboard, allowing you to find conversations quickly without knowing the exact time and day the call came in. In addition, when a call is especially long, you can search for specific highlights, keywords, and phrases without needing to listen to the entire call. 
  • Accessibility for all: Providing textual information expands our services to be accessible to the deaf & hard of hearing community. Deaf and hard of hearing people depend on transcripts to access audio by reading it, so our trained receptionists can take calls on their behalf and provide full transcripts of the calls. 
  • Resolve disputes with ease: A caller and call recipient may have different recollections of what was said, agreed upon, etc. A transcript makes it easy to extract just a portion of a conversation and share it with the other party to resolve disputes about what was or wasn’t said.
  • Decrease time spent note-taking: Transcribing notes can take up valuable time. Smith.ai’s technology allows your calls to be transcribed with speaker identification, so you can stay actively engaged with the call and have diligent records.

What types of businesses benefit from using a service like Smith.ai for recording and transcription?

Call recordings and transcriptions act as a secret weapon for businesses hoping to gain insight into leads, strengthen their customer approach, or just improve their sales process. Having a professional service like Smith.ai record and transcribe calls is the perfect solution for:

Small businesses: Allowing a virtual receptionist service like Smith.ai to record and transcribe calls can benefit solopreneurs and small businesses by allowing them to: 

  • Present a "big company" phone presence
  • Gain valuable insight into leads
  • Scale at an extremely low cost
  • Maximize in-house productivity

Medium businesses: Allowing a virtual receptionist service like Smith.ai to record and transcribe calls can benefit medium-sized businesses by allowing them to: 

  • Discover and address client needs
  • Remain prepared with previous call information
  • Ensure quality assurance on all calls
  • Maintain protection against potential disputes

Larger businesses: Allowing a virtual receptionist service like Smith.ai to record and transcribe calls can benefit larger corporations and enterprises by allowing them to: 

  • Offer personalized one-on-one customer experiences
  • Capture details many leads care about
  • Protect confidential client information
  • Keep overhead and staffing costs low

From helping small, family-owned businesses take the pressure off of reaching out to leads themselves to aiding larger corporations in their efforts to increase efficiency on a massive scale, having a virtual receptionist service like Smith.ai record and transcribe calls can do wonders for any and every business's revenue, reputation, and efficiency. 

Whether you’re looking to reengage unresponsive leads or book more consultations, a virtual receptionist service that delivers professional call recording and transcription like Smith.ai is critical. Use our best practices to hit the ground running and achieve better results from day one.

What’s the difference between having Smith.ai record and transcribe calls and having my phone system do it?

As far as recording and transcribing calls is concerned, a phone system simply can’t compare to a virtual receptionist service like Smith.ai.

Smith.ai provides complete quality assurance, using the combined power of human and artificial intelligence to ensure every call is accurately recorded and transcribed. We can even offer bilingual transcription services, so no matter what language your call is handled in, English or Spanish, the call transcript you see will be in the language the call took place in. This attention to detail is just one of the many things that sets Smith.ai apart. 

You can have your phone to record and transcribe calls, but beware! Using your phone systems to record and transcribe calls rather than outsourcing to a virtual receptionist service may risk your reputation, your productivity, and customer satisfaction. Not to mention, recording calls on your phone is bound to bring up more problems than it will solve. For instance, common problems businesses find when recording calls through their phone systems include:

  • Lack of security & privacy

Your calls contain confidential information that you can’t risk falling into the wrong hands. But, unfortunately, there is little to no level of protection in recording and transcribing calls on your phone. So if your phone were to get stolen or hacked, your clients' private information would be at risk — as will your business’s reputation.

  • Incorrect transcriptions or partial recordings

Phone systems can be notoriously unreliable. If you leave it up to your phone to record and transcribe calls, you’ll risk getting unintelligible recordings and inaccurate transcriptions of your calls. And more often than not, your phone will fail to record and transcribe the entirety of your call. Regularly left with missing information, your business will be illequipped to gain any insight from your calls.

  • Limited technology

Knowing who is speaking when can change the meaning of an entire conversation, but sadly, your phone system likely doesn’t utilize voice recognition software. And if the basic audio recording your phone system provides is unintelligible, you won’t be able to tell who is speaking when. This will cost you valuable information your team could’ve used.

  • Time-consuming

If your call transcripts will frequently contain missing information, it’ll be up to you and your team to hunt this information down. What time could’ve been dedicated to nurturing and converting leads will now be wasted attempting to find and pin together missing call info. Your business will be stuck playing catch-up over and over again.

And these are just the most common issues that come with relying on phone systems to record and transcribe calls. Every phone system comes with its own set of unique issues, from connection issues to infrequency of service. As a result, the likelihood of experiencing complications, such as not receiving calls, losing messages, etc., is high. 

Outsourcing call recording and transcription to a trusted service like Smith.ai instead of relying on your phone system can save your business a headache. No half-recorded calls, no inaccurate transcriptions, no limiting technology, and no safety risks. 

Don’t risk your revenue and client relationships, and more importantly, the success of your business, on inefficient phone systems — choose a more reliable solution. Hire a virtual receptionist service, such as Smith.ai, to automatically and accurately record and transcribe calls on your behalf. We guarantee you’ll notice (and appreciate) the difference.

How long can I access my call recordings and transcriptions?

Recordings and transcriptions are stored in the dashboard for 90 days. If you need to save a recording for longer, you can download it.

Can I download recordings?

Yes, you can download call recordings for up to 90 days after the conversation in your Smith.ai dashboard.

Do callers know they are being recorded on inbound calls?

Yes. On inbound calls, callers are greeted with a recorded disclosure letting them know the call is being recorded.

Do callers know they are being recorded on outbound calls?

Yes. On outbound calls, the receptionists disclose active recording in the initial greeting. When a pro turns on recording and transcription, a disclosure is added into the greeting dynamically and it displays to the agent.

What is personally identifiable information (PII) masking and redaction?

Masking means we replace the audio that has personally identifiable information with other audio and replace the sensitive information in the transcription with hashes. Information that is masked includes credit card information (cc number, expiration date, and CSV number) and social security numbers.

What are the benefits of Smith.ai automatically redacting personally identifiable information? 

  • Reduce errors: Since our PII masking is automated using AI, it’s not prone to human errors and has a higher success rate in hiding sensitive information.
  • Client privacy: Sensitive data is automatically detected and redacted, so you can be confident Smith.ai is not storing or processing any PII from call recordings.

What languages do you support with call recording, transcription, and personally identifiable information (PII) masking?

Our North America-based receptionists include fluent and native English and Spanish speakers to offer bilingual telephone answering services. Call recording, transcription, and personally identifiable information (PII) masking are offered for both English and Spanish calls.

Note: Credit card CSV number masking is not supported in Spanish recordings and transcripts.

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Affordable monthly plans for every budget

Take the Faster Path to Growth.
Hire Smith.ai Today.

Try risk-free •  14-day money-back guarantee
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we deliver blue badge.