{"meta":{"exportedAt":"2026-10-21T07:56:46.940Z","formatVersion":2,"selection":{"q":"call-transcription","system":"","harm":"","context":"","country":"","role":"","relation":"","evidence":"","year":"2025","response":"lawsuit","severity":"","verification":"","view":"incidents","sort":"added"},"totalIncidents":1,"coverage":{"cases":1,"countries":1,"languages":1,"unknownLocation":0,"locationPending":0,"unknownLanguage":0,"unknownDate":0,"lawsuits":1,"regulatory":0,"minors":0,"coreRelations":0,"contextualRelations":1,"mixedRelations":0,"unknownRelations":0,"relationPending":0,"relationUnknown":0},"countingNote":"Distinct public cases in this selection. People counts apply within individual cases only; cross-case person overlap has not been resolved. No population incidence estimate.","affectedCountNote":"Interpret person counts with affectedCountStatus and the reported effects. Unquantified zeros are placeholders, not a measured zero.","source":"AI incidents","publisher":"NOPE","url":"https://nope.net/incidents","license":"CC BY 4.0"},"incidents":[{"id":"2025-us-bank-customers-allege-pega-voice-ai-transcribed-and-analysed-customer-service-calls-without-consent","caseFacts":{"claims":[{"id":"c1","status":"documented","evidence":[{"locator":"Page headers: 'Case 1:26-cv-14506-DLC Document 1 Filed 10/02/26'; para 5: 'Wiretapping Statute, Mass. Gen. Laws ch. 272, § 99, and the Pennsylvania'.","relation":"supports","source_id":"s1"}],"assertion":"Four U.S. Bank account holders filed a putative class action against Pegasystems Inc. in the U.S. District Court for the District of Massachusetts on 2 October 2026, claiming violations of the California Invasion of Privacy Act, the Massachusetts wiretapping statute and the Pennsylvania wiretapping act.","causal_attribution":"The filing documents that the claims were made; it does not establish them."},{"id":"c2","status":"reported","evidence":[{"locator":"Para 2: 'Pega Voice AI is employed by numerous entities, including U.S. Bank'; 'to monitor voice and text-based interactions'. Para 20: 'Pega Voice AI is an artificial intelligence tool that'.","relation":"supports","source_id":"s1"}],"assertion":"The complaint alleges that U.S. Bank uses Pegasystems' Pega Voice AI, an artificial-intelligence tool for live customer-service calls, in its contact centres.","causal_attribution":"Plaintiffs' allegation, which the complaint supports with Pega's own published customer material about U.S. Bank; not yet answered by Pegasystems."},{"id":"c3","status":"reported","evidence":[{"locator":"Para 47: 'occasions, including in or about January 2026 from his home'. Para 8: 'was in California when he spoke to a representative from U.S. Bank over the phone from his home on multiple occasions, including in or about December 2025'. Para 9: 'was in Massachusetts when he spoke to a representative from U.S. Bank over the phone from his home on multiple occasions'. Para 10: 'was in Pennsylvania when he spoke to a representative from U.S. Bank over the phone from his home on multiple occasions, including in or about March 2026 and August 2026'.","relation":"supports","source_id":"s1"}],"assertion":"The plaintiffs say they called U.S. Bank's customer service line from their homes on multiple occasions: two from California (in or about December 2025 and January 2026), one from Massachusetts (in or about June 2026) and one from Pennsylvania (in or about March and August 2026).","causal_attribution":"Plaintiffs' own account of their calls."},{"id":"c4","status":"reported","evidence":[{"locator":"Paras 50, 57, 64, 71: 'monitored the conversation between Plaintiff'; 'conversations with U.S. Bank using natural language processing, and generated suggestions to the U.S. Bank agent'. Para 51: 'read and learned, in'.","relation":"supports","source_id":"s1"}],"assertion":"The complaint alleges that on each plaintiff's calls Pega Voice AI monitored the conversation with the human U.S. Bank agent, transcribed it in real time, analysed it with natural language processing and generated suggestions to the agent, so that Pegasystems read and learned the contents of the conversations.","causal_attribution":"Allegation of what the AI service did on these calls; no court has found that it captured the plaintiffs' calls."},{"id":"c5","status":"reported","evidence":[{"locator":"Paras 52, 59, 66, 73: 'consent, express or otherwise, to have Defendant eavesdrop on'. Para 49: 'provided personal information such as his home address his account number and his date of birth'. Para 70: 'including his account numbers, account names, account balances, and other account information'.","relation":"supports","source_id":"s1"}],"assertion":"The plaintiffs say neither U.S. Bank nor Pegasystems obtained their prior consent to the vendor listening in, and that on the calls they gave personal and account details, such as a home address, account number and date of birth, or account numbers and balances.","causal_attribution":"Plaintiffs' account of what they disclosed and of the absence of consent."}],"effects":[{"label":"bank customers say an AI service transcribed and analysed their customer-service calls, including account details, without their consent","claim_id":"c4","direction":"negative"}],"sources":[{"id":"s1","url":"https://storage.courtlistener.com/recap/gov.uscourts.mad.307198/gov.uscourts.mad.307198.1.0.pdf","kind":"court_filing","access":"read","language":"en","translation_note":"Class action complaint, D. Mass. No. 1:26-cv-14506, filed 2 October 2026; all 40 pages read on 2026-10-21 from the CourtListener RECAP copy.","independence_group":"dmass-plaintiffs-complaint"}],"version":1,"ai_roles":["institutional_use"],"contexts":["privacy","finance"],"unknowns":["Whether Pega Voice AI in fact ran on the plaintiffs' calls; the complaint infers its use from Pegasystems' published material about U.S. Bank.","What, if anything, callers were told at the start of the calls about recording or analysis.","Whether Pegasystems retained transcripts or call contents after the calls.","Pegasystems' response; the CourtListener index of the docket checked on 21 October 2026 listed none."],"geography":{"basis":"The complaint says each plaintiff was at home in California, Massachusetts or Pennsylvania when calling U.S. Bank (paras 7-10; para 68 says the Pennsylvania plaintiff called from his home and/or business). The court is the federal court in Massachusetts.","court_countries":["US"],"event_countries":["US"],"affected_person_countries":["US"]},"publication":{"basis":"Published under the 2026-10-06 privacy clarification: four named bank customers allege in a filed complaint that an AI transcription and analysis service, run by a vendor they never chose inside their bank's contact centre, captured their calls and account details without prior consent. The captures are allegations and no court has ruled.","reviewed_on":"2026-10-21"},"ai_involvement":{"basis":"The complaint alleges that Pega Voice AI itself monitored each plaintiff's call with a U.S. Bank agent, transcribed it in real time, analysed it with natural language processing and generated suggestions to the agent, so that the vendor read and learned the contents of the calls, including account details, without the caller's prior consent. That capture into an AI transcription and analysis service is the reported privacy harm.","status":"reported"},"person_relations":["received_personal_information"]},"name":"U.S. Bank customers allege in a class action that Pega Voice AI transcribed and analysed their customer-service calls without consent","summary":"Four U.S. Bank account holders in California, Massachusetts and Pennsylvania allege in a federal class action filed on 2 October 2026 that Pegasystems' Pega Voice AI, which they say U.S. Bank uses in its contact centres, transcribed their customer-service calls in real time, analysed them with natural language processing and generated suggestions to the agent, without their prior consent. They say they gave account numbers, a date of birth and a home address on the calls, made between about December 2025 and August 2026. The claims are allegations; The CourtListener index of the docket, checked on 21 October 2026, listed the summons as returned executed on 16 October and no response from Pegasystems.","incidentDate":"2025-12-01","incidentEndDate":"2026-08-01","incidentKind":"bounded_series","incidentDatePrecision":"month","exposurePattern":"repeated_interactions","reportedDate":"2026-10-02","aiSystem":"Pega Voice AI, Pegasystems' AI agent-assist service for contact centres, which the complaint says U.S. Bank uses on customer-service calls (as alleged)","aiProduct":"Pega Voice AI (reported)","aiCompany":"Pegasystems Inc.","severity":"low","verificationStatus":"credible","harmCategories":[],"harmOutcomes":["other_material_harm"],"harmOutcomeSummary":"Four bank customers allege that an AI service they never chose transcribed and analysed their customer-service calls, including account details, without their consent; the claims are untested.","frameworkFacets":[],"causationStatus":"alleged","participantUsersAffectedMin":0,"otherPeopleHarmedMin":4,"affectedCountStatus":"documented_minimum","affectedCountEvidence":"Four named plaintiffs each allege that their own calls were transcribed and analysed without consent (complaint paras 7-10 and 47-74). Proposed class members are not counted.","victimAgeRange":"unknown","jurisdiction":"US","platformType":"assistant","outcomeType":"lawsuit_ongoing","outcomeStatus":"ongoing","primarySourceUrl":"https://storage.courtlistener.com/recap/gov.uscourts.mad.307198/gov.uscourts.mad.307198.1.0.pdf","primarySourceLabel":"Class action complaint against Pegasystems Inc., D. Mass. No. 1:26-cv-14506, filed 2 October 2026","firstPublishedAt":"2026-10-21T03:08:54.693563+00:00","updatedAt":"2026-10-21T03:08:54.693563+00:00","scopeVersion":"facts-v3","tags":["pega-voice-ai","contact-centre","call-transcription","privacy","wiretap","class-action","banking"]}]}