VIENNA, Va.–A lawsuit has been filed against Navy Federal alleging member information is at risk as the result of the credit union’s use of artificial intelligence software to analyze member phone calls.
The suit, which also names the provider of the AI software, Verint Systems, Inc. as a defendant, was filed in the United States District Court for the Northern District of California, seeks class action status.
The action alleges Navy FCU and Verint used the latter’s “Da Vinci” software to “intercept, listen, record, transcribe and analyze every call between a client and that client’s customers. Verint routes every word spoken by callers directly to Verint’s servers in real time and transcribes these conversations as they occur” and uses AI to “analyze callers’ words, tone, pitch and pace to determine what the caller is talking about and how the caller is feeling.”
In addition, the suit alleges Verint is using the communications to enhance and develop its own products and train its own models.
‘Personal’ Information Shared
In the case of Navy FCU, the suit alleges it “routinely shares sensitive information, such as social security numbers, bank account numbers, bank balances and income.”
Callers to Navy Federal “expect their conversations will be kept confidential,” and yet they are not informed the information is being shared, according to the complaint.
The Plaintiff
Plaintiff Avner Paulino, of Hawyard, Calif., who is a Navy veteran, is alleging he has called Navy Federal on numerous occasions and disclosed “sensitive personal and financial information” and was unaware “Verint was secretly listening to his conversations” and “did not consent to his conversations being recorded and used by Verint.”
“He would not have called Navy Federal if he had known,” the suit adds.
CUToday.info has reached out to Navy FCU for comment.