Earlier this week, frequent CIPAWorld participant Google lost a motion to dismiss based on the use of their Google Cloud Contact Center AI (“GCCCAI”) product. And this case (Ambriz v. Google, LLC, Case No. 23-cv-05437-RFL (N.D. Cal Feb. 10, 2025) raises some fascinating questions regarding the use of AI in Contact Centers and more generally.
The GCCCAI product (which a prior motion to dismiss was discussed on TCPAWorld) “offers a virtual agent for callers to interact with, and it can also support a human agent, including by: (i) sending the human agent the transcript of the initial interaction and the GCCAI virtual agent, (ii) acting as a ‘session manager’ who provides the human agent with a real-time transcript, makes article suggestions, and provides step-by-step guidance and ‘smart replies’.” It does all of this without informing the consumers that the call is being…
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