A recent lawsuit has been filed against Genesys, a major Contact Center as a Service (CCaaS) provider, highlighting growing concerns over the use of customer data in AI training. The lawsuit alleges that Genesys used customer calls without proper notification or consent to train its AI, raising ethical and legal issues.
Industry analysts, including Liz Miller from Constellation Research, Zeus Kerravala from ZK Research, and Keith Kirkpatrick from The Futurum Group, warn that such lawsuits are likely to increase due to unclear data usage policies and inadequate customer notifications in the CCaaS industry. They note that many providers claim anonymized data is safe for AI training, but customers and laws, particularly in California, may not agree. There’s been some examples of other AI-related missteps, like an airline bot mishandling bereavement fares and an eating disorder helpline providing harmful advice, to underscore the industry’s focus on efficiency over ethical responsibility. Analysts urge CCaaS providers to improve transparency, prioritize compliance, and ensure customers are informed about data usage to avoid future legal and reputational risks. Read more at CX Today.