in Newswire Published on June 6, 2025

Dialpad Class Action Lawsuit Claims AI Tech Company Illegally ‘Taps’ T-Mobile Customer Service Calls

Terrill v. Dialpad, Inc.

Filed: May 28, 2025 ◆§ 3:25-cv-04509

Dialpad faces a class action that claims the company has unlawfully “wiretapped” and used the private conversations of consumers who call T-Mobile’s customer support line.

Defendant(s)

Dialpad, Inc.

Law(s)

California Invasion of Privacy Act

State(s)

California

Categories

Technology Privacy

Dialpad, Inc. faces a proposed class action lawsuit that claims the artificial intelligence (AI) analytics software provider has unlawfully “wiretapped,” recorded and used the private conversations of consumers who call T-Mobile’s customer support line.

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The 16-page privacy lawsuit says that Dialpad’s AI analytics platform records, transcribes and analyzes live T-Mobile customer communications in real time using its proprietary DialpadGPT technology. According to the suit, Dialpad “eavesdrops” on and intercepts these conversations without consumers’ knowledge or consent, in violation of a California privacy law.

Per the case, when a consumer calls T-Mobile’s customer support line, Dialpad’s AI technology analyzes the interaction to identify patterns, track keywords, predict customer satisfaction and resolution outcomes and more.

Although callers are informed that the call may be recorded, they are not told their conversations will be shared with Dialpad, an unauthorized and unrelated third party, the complaint contends.

“The platform operates by recording a caller’s speech and then transcribing it using natural language processing (‘NLP’), allowing artificial intelligence (‘AI’) to read the text, identify patterns, and classify the data. The result is that T-Mobile consumers’ telephone conversations are surreptitiously transmitted to Dialpad’s servers, where it is processed and analyzed using Dialpad’s AI and NLP, and thereafter presented to Dialpad’s clients in dashboards, searchable transcripts, and reports.”

The alleged lack of consent is “particularly troublesome” given that the company can use the trove of harvested data for its own purposes beyond supplying the recordings to its clients, the filing charges.

The plaintiff, a California resident, claims that Dialpad unlawfully eavesdropped on his confidential communications when he called T-Mobile in March of this year. The man says that he never authorized the defendant to monitor or record his calls, nor consented to having his communications used to operate Dialpad’s services.

As such, the company has violated the plaintiff and other California residents’ protected privacy rights, the lawsuit against Dialpad alleges.

The class action lawsuit looks to represent all California residents who called T-Mobile while in the state and whose conversations were intercepted and recorded by Dialpad.

Want to learn how to start a class action lawsuit? We’ve got you covered.

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