AI Call-Monitoring Lawsuits Are Heating Up: 5 Steps Your Business Can Take to Minimize Risk
A new lawsuit just filed against an AI software provider offers a clear warning for any business using artificial intelligence to monitor or record customer service calls. On June 13, a California plaintiff filed a federal class action complaint alleging that Cresta Intelligence, a provider of real-time AI conversation tools, violated the state’s privacy law by capturing, analyzing, and storing her customer service call without her knowledge or consent . The lawsuit doesn't just target the use of call data but targets the vendor’s mere capability to use that data for its own purposes, such as training AI models or developing new product features. And this is not an isolated case . Similar wiretapping lawsuits have been filed against major brands and their tech vendors, and courts are increasingly letting these cases proceed past early dismissal stages. What do you need to do to protect your business, and what are the five steps you can take to minimize risk? Wha...