Customer calls to Navy Federal are allegedly also routed to Verint, which means the software company intercepts the calls as they come in, according to the suit. Verint then uses its software to analyze what the customer says to assist Navy Federal, but it also uses this information for its own purposes, the suit claims.
Verint has an AI model called Verint Da Vinci that it uses to “analyze callers’ words, tone, pitch, and pace, to determine what the caller is talking about and how the caller is feeling,” but none of this is disclosed to customers calling Navy Federal, the suit says.
According to the suit, customers may have felt differently about calling and providing the credit union with sensitive information, including their social security number, bank account number, and income, if they had known a third party was listening and retaining the information.
The proposed class knows Navy Federal uses Verint because the software company claims the credit union is a client on its website and YouTube page, which includes a Navy Federal customer success story, according to the suit.
