Domino's sued for AI phone-order voice print collection

Occurred: March 2024

Domino's has been sued for allegedly collecting voice prints using its AI ordering system without customer consent, violating the Illinois Biometric Information Privacy Act (BIPA).

In a proposed class action suit, Illinois customers Odilon Garcia, Jonathan Neumann and Zachery Young accused the pizza company and the developer of its voice recognition system of secretly collecting voice prints without informing them, in addition to names, addresses, phone numbers, and credit card numbers. 

Developed by ConverseNow Technologies, the voice recognition system is reportedly used in at least 57 Domino’s locations in Illinois to improve customer service and increase sales. 

The suit raised concerns about Domino's approach to customer privacy, and may result in financial penalties and reputational damage. The plaintiffs sought injunctive relief, statutory damages, and attorney fees. 

Operator: Domino's Pizza
Developer: ConverseNow Technologies
Country: USA
Sector: Travel/hospitality
Purpose: Improve customer service; Increase sales
Technology: Voice recognition
Issue: Privacy
Transparency: Governance

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