Google AI ‘Eavesdropped’ on Customer Service Calls, Lawsuit Says

Google LLC’s “human-like” artificial intelligence for customer service learns from phone conversations without alerting callers it’s listening, violating California state privacy law, a proposed class action alleges.

The tech giant’s Cloud Contact Center AI analyzes in real time calls to customer service agents for companies that subscribe to the Alphabet Inc. unit’s service, offering them analysis on customer attitudes, guidance, and transcriptions for each conversation, according to the complaint filed Monday in the US District Court for the Northern District of California.

Google can use conversation data to “train or fine-tune” its other AI and machine-learning models, with the permission ...