1-800-Flowers Secretly ‘Wiretapped’ Customer Calls Without Consent, Class Action Alleges

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A proposed class action claims 1-800-Flowers and third-party vendor Interactions, LLC have secretly “wiretapped” customer calls without consent.

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The 11-page lawsuit alleges the online flowers and gifts retailer ran afoul of Massachusetts law when it implemented on its phone line Interactions’ intelligent virtual assistant system, which uses artificial intelligence to respond to callers’ requests, answer questions and address customer needs during calls.

According to the suit, callers’ communications are recorded in real time. Per the case, Interactions uses the real-time interceptions for quality control and to improve its automated speech recognition functionality. In addition, if the system fails to understand parts of what a consumer says during a phone call, it directs snippets of the conversation to a human listener to verify a word or phrase while the call is still ongoing, the filing says.

The complaint adds that Interactions keeps a transcript of each caller’s communications with 1-800-Flowers.

The plaintiff, a Massachusetts resident, says she has called the phone line and interacted with the system to place multiple orders with 1-800-Flowers in the past. The filing claims that during each call, the woman’s communications were intercepted by the defendants without her knowledge or authorization, in violation of state law.

The lawsuit looks to represent anyone who called the 1-800-Flowers phone line (at 1-800-356-9377) whose wire and/or oral communications passed through Interactions’ intelligent virtual assistant system.

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