By now, it’s no secret that Google is totally dedicated to AI. The corporate has built-in the ability of LLMs into a number of apps and providers. A kind of is a platform that helps different corporations streamline customer support duties by analyzing calls. That mentioned, a person filed a lawsuit in opposition to Google for listening to his calls with a House Depot agent. Not too long ago, Google’s title appeared in one other potential conversation-listening case.
Particular person information lawsuit in opposition to Google for name listening utilizing AI instruments
AI makes it doable to automate a number of processes and facilitate others. Concerning calls, now we have seen that it’s able to producing summaries with key factors, and even suggesting potential replies. All these capabilities are particularly helpful for customer support brokers. With that in thoughts, Google developed the Contact Heart AI (CCAI) platform. Any exterior firm can flip to CCAI if it desires to boost the efficiency of its customer support brokers. CCAI will help supply sooner responses or higher perceive buyer necessities.
That mentioned, plainly some folks aren’t significantly snug with an “entity” listening to their calls.
Listening was occurring in real-time
In February, California resident Christopher Barulich filed a lawsuit in opposition to Google and House Depot over CCAI use. The plaintiff alleges that CCAI listened to and analyzed his calls with the retailer’s brokers in real-time. Name-analysis platforms for customer support usually are not new. Even earlier than AI, these platforms existed, however they relied on people and recorded calls. Nevertheless, some might discover the sensation of an AI listening to them in real-time intimidating.
The lawsuit displays the prevailing distrust amongst folks relating to the usage of AI to handle delicate information. Earlier this yr, a survey by the auditing agency KPMG discovered that 3 in 5 folks nonetheless mistrust synthetic intelligence instruments. Plus, about half of respondents imagine its advantages don’t outweigh its dangers.
Neither Google nor The House Depot supplied feedback on the matter. Additional developments on the matter are prone to emerge within the coming weeks.
