AI

Google’s New AI-Powered Customer Service Tools Spark Back-to-Back Class Action Lawsuits

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Google’s New AI-Powered Customer Service Tools Spark Back-to-Back Class Action Lawsuits

Zion Mercado 

 

Google recently began rolling out “human-like generative AI powered” customer service tools to help companies enhance their customer service experience.[1] This new service is known as the “Cloud Contact Center AI,” and touts a full package of customer service-based features to help streamline customer service capabilities.[2] Companies who utilize the new service  can create virtual customer service agents, access AI-generated insights providing feedback on customer service interactions, store and manage data on a specialized “Contact Center AI Platform,” and consult with Google’s team of experts on how to improve the AI-integrated systems.[3] However, one key feature that has recently come into controversy is the ability for customers to utilize real-time AI-generated responses to customer inquiries which can then be relayed back to the customer by a live agent.[4] This is known as the “Agent Assist” feature.

Agent Assist operates by “us[ing] machine learning technology to provide suggestions to . . . human agents when they are in a conversation with a customer.”[5] These suggestions are based on the company’s own data and conversations.[6] Functionally, when Agent Assist is in use, there are two parties to the conversation: the live customer service agent, and the customer. The AI program listens in and generates responses in real time for the live customer service agent. Some have argued that this violates California’s wiretapping statute by alleging that the actions of Google’s AI program, which is nothing more than a complex computer program, are attributable to Google itself.[7] Those who have done so have alleged that Google, through its AI-integrated services, has been listening in on people’s conversations without their consent or knowledge.[8]

The wiretapping statute in question is a part of the California Invasion of Privacy Act (“CIPA”), and prohibits the intentional tapping, reading, or any other unauthorized connection, whether physically or otherwise, with any communication being transmitted via line, wire, cable, or instrument without the consent of all parties to the communication.[9] It is also unlawful under the statute to communicate any information so obtained or to aid another in obtaining information via prohibited means.[10]

In 2023, a class action lawsuit was filed against Google on behalf of Verizon customers who alleged that Google “used its Cloud Contact Center AI software as a service to wiretap, eavesdrop on, and record” calls made to Verizon’s customer service center.[11] In the case, District Court Judge Rita F. Lin granted Google’s motion to dismiss on grounds that the relationship between Google and Verizon and the utilization of the Cloud Contact Center AI service fell squarely within the statutory exception to the wiretapping statute.[12] Now, the wiretapping statute does contain an explicit exception for telephone companies and their agents, which is the exception upon which Judge Lin relied; however, that exception is narrowed to such acts that “are for the purpose of construction, maintenance, conduct or operation of the services and facilities of the public utility or telephone company.”[13]

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Addressing the Vectors for Attack on Artificial Intelligence Systems Used in Clinical Healthcare through a Robust Regulatory Framework: A Survey

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Addressing the Vectors for Attack on Artificial Intelligence Systems Used in Clinical Healthcare through a Robust Regulatory Framework: A Survey

By Benjamin Clark

Introduction and Overview

Artificial intelligence has captivated the current interest of the general public and academics alike, bringing closer attention to previously unexplored aspects of these algorithms, such as how they have been implemented into critical infrastructure, ways they can be secured through technical defensive measures, and how they can best be regulated to reduce risk of harm. This paper will discuss vulnerabilities common to artificial intelligence systems used in clinical healthcare and how bad actors exploit them before weighing the merits of current regulatory frameworks proposed by the U.S. and other nations for how they address the cybersecurity threats of these systems.

Primarily, artificial intelligence systems used in clinical research and healthcare settings involve either machine learning or deep learning algorithms.[1] Machine learning algorithms automatically learn and improve themselves without needing to be specifically programmed for each intended function. [2] However, these algorithms require that input data be pre-labeled by programmers to train algorithms to associate input features and best predict the labels for output, which involves some degree of human intervention.[3] The presence of humans in this process is referred to as “supervised machine learning” and is most often observed in systems used for diagnostics and medical imaging, in which physicians set markers for specific diagnoses as the labels and algorithms are able to categorize an image as a diagnosis based off the image’s characteristics.[4] Similarly, deep learning is a subset of machine learning characterized by its “neural network” structure in which input data is transmitted through an algorithm through input, output, and “hidden” layers to identify patterns in data.[5] Deep learning algorithms differ from those that utilize machine learning in that they require no human intervention after being trained; instead, deep learning algorithms process unlabeled data by determining what input is most important to create its own labels.[6]

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Generative AI Algorithms: The Fine Line Between Speech and Section 230 Immunity

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Generative AI Algorithms: The Fine Line Between Speech and Section 230 Immunity

 By Hannah G. Babinski

ABSTRACT

Russian-American writer and philosopher Ayn Rand once observed, “No speech is ever considered, but only the speaker. It’s so much easier to pass judgment on a man than on an idea.”[1] But what if the speaker is not a man, woman, or a human at all? Concepts of speech and identities of speakers have been the focal points of various court cases and debates in recent years. The Supreme Court and various district courts have faced complex and first-of-their-kind questions concerning emerging technologies, namely algorithms and recommendations, and contemplated whether their outputs constitute speech on behalf of an Internet service provider (“Internet platform”) that would not be covered by Section 230 of the Communications Decency Act (“Section 230”).  In this piece, I will examine some of the issues arising from the questions posed by Justice Gorsuch in Gonzalez v. Google, LLC, namely whether generative AI algorithms and their relative outputs constitute speech that is not immunized under Section 230. I will provide an overview of the technology behind generative AI algorithms and then examine the statutory language and interpretation of Section 230, applying that language and interpretive case law to generative AI. Finally, I will provide demonstrative comparisons between generative AI technology and human content creation and foundational Copyright Law concepts to illustrate how generative AI technologies and algorithmic outputs are akin to unique, standalone products that extend beyond the protections of Section 230.

 

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Life’s Not Fair. Is Life Insurance?

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The rapid adoption of artificial intelligence techniques by life insurers poses increased risks of discrimination, and yet, regulators are responding with a potentially unworkable state-by-state patchwork of regulations. Could professional standards provide a faster mechanism for a nationally uniform solution?

By Mark A. Sayre, Class of 2024

Introduction

Among the broad categories of insurance offered in the United States, individual life insurance is unique in a few key respects that make it an attractive candidate for the adoption of artificial intelligence (AI).[1] First, individual life insurance is a voluntary product, meaning that individuals are not required by law to purchase it in any scenario.[2] As a result, in order to attract policyholders, life insurers must convince customers not only to choose their company over other companies but also convince customers to choose their product over other products that might compete for a share of discretionary income (such as the newest gadget or a family vacation). Life insurers can, and do, argue that these competitive pressures provide natural constraints on the industry’s use of practices that the public might view as burdensome, unfair or unethical and that such constraints reduce the need for heavy-handed regulation.[3]

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