Risky Business – AI in Your Contact Center
AI continues to drive innovation in the Contact-Center-as-a-Service (CCaaS) space, significantly improving agent efficiency and customer experience. However, the use of AI in CCaaS solutions, while almost ubiquitous, is not without potential risk to the enterprise.
In this 10-minute podcast, Laura McDonald joins Tony Mangino to discuss pending legal actions related to AI and CCaaS service and strategies to mitigate the legal risks inherent in the technology.
If you would like to learn more about our experience in this space, please visit our Network Services Transactions and Information Technology Advisory Services webpages.
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Risky Business – AI in your Contact Center
In this episode of Staying Connected, Tony Mangino from TC2 is joined by Laura McDonald, a partner at LB3, to discuss recent legal developments impacting the use of AI in contact centers and Contact Center as a Service (CCaaS) solutions.
Laura explains that while AI brings efficiencies such as real-time information access, sentiment analysis, and trend identification, it also presents legal risks. Recent cases highlight issues with informed consent and privacy laws, particularly in California, where lawsuits have been filed against companies like Patagonia, Navy Federal Credit Union, and Home Depot for their use of AI in contact centers. These cases claim violations of the California Invasion of Privacy Act (CIPA) due to the interception, recording, and use of customer communications without proper consent.
Laura advises companies to ensure their AI systems are accurate, evaluate their consent practices, review contractual protections, and stay compliant with varying state and international laws to mitigate risks. She emphasizes the importance of robust consent practices and the potential financial and reputational damages if these legal risks are not managed effectively.
