Genesys Hit With Lawsuit for Recording Abuse Hotline Calls (1)

Genesys Cloud Services Inc. records the calls, texts, and chats of people who use the AI tools it provides, and the company analyzes those communications for its own purposes without obtaining users’ consent, a proposed class action alleged.

The plaintiffs are three individuals who used the National Domestic Violence Hotline. Genesys tapped and recorded their conversations without announcing its presence or asking for consent, according to their complaint filed April 11 in the US District Court for the Northern District of California.

Genesys provides recording and monitoring services for organizations’ client-facing communications, according to the complaint. Its “powerful suite of ...