Navy Federal Credit Union has been letting an artificial intelligence software company intercept, analyze, and record all its customer calls, according to a new lawsuit accusing the nation’s largest credit union of putting its members’ confidential, personal, and financial information at risk.
Navy Federal contracted Verint to provide real-time assistance and speech analysis of customer calls, the proposed class action filed Friday in California federal court claims. However, the content of the calls isn’t just being used to provide Navy Federal the service it’s paying for; Verint also purportedly uses the communications to train its AI, the suit says.
Avner Paulino, who filed the putative class suit, says he “expected that his conversations with Navy Federal would be kept confidential.”
“He did not know that Verint was secretly listening to his conversation, and did not consent to his conversations being recorded and used by Verint,” the suit says. “He would not have called Navy Federal if he had known.”
