Customer service software company Talkdesk Inc. is facing a class action suit claiming it secretly recorded and analyzed customer service conversations wihtout the consumers’ consent.
Rebekka Lien and Jake Seevers allege that when they called the customer service centers of Patagonia Inc. and Zumiez Inc., their conversations were secretly by Talkdesk without consent using Talkdesk’s CX Cloud software.
The complaint states that Talkdesk’s CX Cloud technology records, transcribes, and analyzes conversations in real time to derive insights without informing callers that a third party is monitoring the call.
The plaintiffs claim Talkdesk is intentionally tapping phone lines and learning the ...
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