The Future of Real Estate: Callwell's Ethical Approach to AI and Consumer Privacy
As AI technology continues to evolve rapidly, we at Callwell are proactively investigating how these advancements, along with other technological innovations, can be thoughtfully and securely incorporated to enhance the capabilities of our agents. Our goal is to understand the long-term value of AI as a practical tool. We are mindful of the complex legal framework surrounding AI, particularly concerning data privacy. The possibility of call data being compiled into extensive
global databases, similar to those utilized by platforms such as ChatGPT, understandably raises important questions about the power of predictive analysis and its effects on individual privacy. One significant risk we've identified is the practice of transcribing calls without the explicit knowledge of the caller. This necessitates a careful evaluation to balance the potential risk of a privacy breach against any disadvantages of proactively seeking consent for call recording. It's likely that each agency will interpret what constitutes a "legitimate business interest" in this context in its own way.
This brings us to the crucial question of whether our agents should inform consumers that their calls are being transcribed. At Callwell, we believe that transparency with the caller is the most responsible approach. Care should also be given for the duration that the recording is kept in order to do the transcript, should it be deleted immediately, or kept for a short duration? In addition, as previously mentioned the storage of this valuable data is very important. Be aware of big data and the beast you may be inadvertently feeding.....
In a related area, we are also observing the increasing use of Bot technology, with some companies considering employing Bots to handle incoming phone calls. While we recognize the potential appeal this may have for some organizations, our position at Callwell is that the interaction and expertise of a real person remain invaluable. It's also important to exercise caution in this area, as OFCOM regulations clearly state that Bots should not be used for making outgoing calls, regardless of how tempting it might be to filter initial enquiries and reduce staffing costs. We will continue to keep you updated as we explore these technologies further and define our strategies for responsible implementation.
Overview
Callwell is a unique service that puts YOU in control of the leads that come in to your business. From one dashboard you can see every potential client that emails in, when, how and by whom they were dealt with and what the outcome was. If that wasn’t enough, you can also see which sources are performing best in terms of quality and quantity AND which members of staff are punching above their weight and grabbing leads most quickly.
Oh, and Callwell also amazes your clients by connecting your team with them on a phone call within seconds of them emailing the lead in.
Find out more here: https://www.kerfuffle.com/suppliers/callwell
