Walmart Lawsuit Raises AI Voice Privacy Concerns

Come on Walmart. A lawsuit says Walmart may be doing more than recording customer service calls. It may have been creating biometric voice prints, essentially a profile. According to a complaint, Walmart's customer service system allegedly used AI to analyze things like customers pitch, cadence, and tone. All with the idea to create a mathematical template of your voice. And it allegedly did more than that. >> >> The lawsuit claims the system could analyze how you speak and detect things like frustration or urgency.

Walmart tells callers the voice may be recorded for things like fraud prevention, but the plaintiffs say this isn't enough under Illinois' biometric privacy law. Because recording your voice isn't the same as creating a biometric identifier from it. And of course, here's the big problem. You can always change a password, but you can't change your voice. We break down the lawsuit and what it can mean for companies using AI voice technology. Check out our full story on techrepublic.com.

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