Invoca Accused of Recording AT&T Client Calls Without Consent

Invoca Inc., a conversation intelligence software company, was accused of illegally recording and analyzing phone calls between AT&T Inc. customers and the telecom giant’s call centers without consent.

The complaint, filed Feb. 14 in a Los Angeles federal court, claims Invoca violated California’s Invasion of Privacy Act by using “electronic devices” to monitor and transcribe conversations between AT&T subscribers and customer service agents. San Francisco-based Invoca’s artificial intelligence then analyzed details like call intent and outcomes, all without notifying customers or obtaining their permission, according to the suit.

Plaintiffs Martin Valencia and Melanie Thomas are seeking to represent a nationwide ...