By now, it’s no secret that Google is fully committed to AI. The company has integrated the power of LLMs into multiple apps and services. One of those is a platform that helps other companies streamline customer service tasks by analyzing calls. That said, an individual filed a lawsuit against Google for listening to his calls with a Home Depot agent. Recently, Google’s name appeared in another potential conversation-listening case.
Individual files lawsuit against Google for call listening using AI tools
AI makes it possible to automate multiple processes and facilitate others. Regarding calls, we have seen that it is capable of generating summaries with key points, or even suggesting potential replies. These types of capabilities are especially useful for customer service agents. With that in mind, Google developed the Contact Center AI (CCAI) platform. Any external company can turn to CCAI if it wants to enhance the performance of its customer service agents. CCAI can help offer faster responses or better understand customer requirements.
That said, it seems that some people aren’t particularly comfortable with an “entity” listening to their calls.
Listening was happening in real-time
In February, California resident Christopher Barulich filed a lawsuit against Google and Home Depot over CCAI use. The plaintiff alleges that CCAI listened to and analyzed his calls with the retailer’s agents in real-time. Call-analysis platforms for customer service are not new. Even before AI, these platforms existed, but they relied on humans and recorded calls. However, some may find the feeling of an AI listening to them in real-time intimidating.
The lawsuit reflects the prevailing mistrust among people regarding the use of AI to manage sensitive data. Earlier this year, a survey by the auditing firm KPMG found that 3 in 5 people still distrust artificial intelligence tools. Plus, about half of respondents believe its benefits do not outweigh its risks.
Neither Google nor The Home Depot offered comments on the matter. Further developments on the matter are likely to emerge in the coming weeks.
2024-09-08 15:05:35