The complaint, filed in the U.S. District Court for the Northern District of California, contends that Invoca covertly intercepts and eavesdrops on these phone conversations, thereby violating California’s “wiretapping” laws.
Artificial intelligence-fueled customer service software company Invoca was slapped with a digital privacy class action for allegedly collecting recorded customer service calls between third-party businesses and their customers without their consent.
Invoca, a self-described “conversation intelligence leader” based in Santa Barbara, provides call tracking and analytics services to clients such as DISH and DirecTV. The companies employ its conversation intelligence software-as-a-service to record, transcribe and extract AI-driven data analysis of its customer service calls using “natural language processing” (noted as “NLP” in the court document), a machine-learning technology.
