A class action lawsuit has been filed against a prominent customer service software provider, alleging violations of privacy laws. On March 13, 2025, Rebekka Lien and Jake Seevers lodged a complaint in the Superior Court of California, County of San Francisco, against Talkdesk, Inc., accusing the company of unlawfully intercepting and recording customer conversations without consent.
The plaintiffs claim that Talkdesk's CX Cloud product, which is utilized by companies like Patagonia and Zumiez to manage customer service interactions, secretly records and analyzes conversations between customers and service representatives. According to the complaint, this practice violates the California Invasion of Privacy Act (CIPA), as Talkdesk allegedly fails to obtain consent from individuals before monitoring their calls. The plaintiffs assert that Talkdesk's technology captures not only the content but also analyzes sentiment and intent during these interactions.
Rebekka Lien and Jake Seevers allege that they were personally affected by these practices when they contacted Patagonia and Zumiez for customer support in July and August 2024. They contend that neither company informed them that their conversations would be recorded or analyzed by a third party. The lawsuit seeks statutory damages for each violation of CIPA § 631(a), which could amount to significant financial penalties for Talkdesk if found liable.
The plaintiffs are seeking class certification for all affected California residents who interacted with Patagonia or Zumiez under similar circumstances. They demand statutory damages of $5,000 per violation, along with orders preventing further privacy infringements by Talkdesk. The case underscores ongoing concerns about privacy in an era where AI-driven technologies are increasingly integrated into everyday business operations.
Representing the plaintiffs is Neal J. Deckant from Bursor & Fisher, P.A., while the case is presided over by Judge Marivic Viray under Case ID CGC-25-623279.