Navy Federal, Verint Train AI Without Caller Consent, Suit Says

Consumers accused Navy Federal Credit Union of recording their customer service calls then sharing their personal information with a third-party firm to train artificial intelligence models, all without their consent.

The credit union contracts Verint Systems Inc., a customer experience automation firm, to process data collected in its customer service calls when personal information, including social security numbers and bank account numbers, is often shared, according to a complaint. Verint then uses the recordings to build its AI models which are trained “on at least a sub-set of customer engagement data and real-time data,” a plaintiff said in the complaint. ...