Q1 2025 Legal Updates

The Contact Center AI Association is a 501(c)(3) non-profit with a charitable purpose of education. Our mission is to educate and build community among CX leaders improving customer and agent experience with AI.

In furtherance of this mission, leading law firms help the Association identify relevant legal developments each quarter.

As a CX leader, you don’t need to be a legal expert. But you do need basic awareness of trending legal issues. This helps you spot red flags and escalate issues appropriately. Several large brands have been sued for how they use AI in customer support. In one case, a CX leader was identified by name in a class action complaint. These legal updates aim to make you aware of pitfalls in the hope of avoiding them.

Our Q1 2025 Legal Updates are provided by Ben Perry and Simon McMenemy at Ogletree Deakins and Susan Duarteand Diana James at Marashlian & Donahue.

You can access the 2025 Q1 Legal Updates through this Google Drive Link: https://drive.google.com/drive/folders/111JxDW0w8OcEsSQh2kUHJ_EyATevf8lq?usp=sharing

Issues Covered in the Q1 2025 Legal Updates:

• Virginia's High-Risk AI Developer and Deployer Act

• Compliance obligations for AI making consequential customer decisions

• AI disclosure and bias mitigation requirements

• Generative AI marking and identification requirements

• State exemptions and enforcement risks for AI usage

• FTC guidance on AI products, emphasizing consumer protection and data privacy

• Increased state legislation addressing transparency, AI disclosures, and discrimination

• California's extension of CCPA to generative AI

• Compliance with biometric privacy laws and AI voice analytics

• Mandatory disclosures for AI interactions in customer service

• Wiretapping and call recording consent requirements

• Privacy consent requirements for AI call content analysis

• Liability risks related to AI hallucinations and misinformation

If you have any specific legal questions, you can reach out to the attorneys who prepared the relevant legal update.

Best regards,

The Contact Center AI Association