Artificial intelligence-fueled customer service software company Invoca was slapped with a digital privacy class action for allegedly collecting recorded customer service calls between third-party businesses and their customers without their consent.
Invoca, a self-described “conversation intelligence leader” based in Santa Barbara, provides call tracking and analytics services to clients such as DISH and DirecTV. The companies employ its conversation intelligence software-as-a-service to record, transcribe and extract AI-driven data analysis of its customer service calls using “natural language processing” (noted as “NLP” in the court document), a machine-learning technology.