Sears Exposes 3.7 Million AI Chat Logs and 1.4 Million Audio Files Online
Sears Home Services exposed millions of customer AI chatbot conversations and audio files containing personal data to anyone on the web.
Security researcher warns of exposed customer data found online.
Sears department stores may have disappeared from shopping malls across America, but the Sears Home Services brand helps people fix their appliances using AI technology. The company uses a virtual assistant called Samantha to talk with customers about repairs and service appointments. However, millions of these conversations were left open on the internet for anyone to see and hear.
Jeremiah Fowler discovered three unlocked databases containing 3.7 million chat messages and 1.4 million audio files from 2024 to this year. The databases included private customer details like names, phone numbers, home addresses, and what types of appliances people own. Some audio recordings were four hours long and captured hours of quiet background noise and conversations after people thought their calls had ended.
Fowler contacted the company that owns Sears right away, and they fixed the problem quickly. The exposed data could have been used for tricks where criminals pretend to be trusted companies to steal information. Fowler says companies must protect customer data carefully even when using AI to save money.
Sears Home Services repairs more than seven million appliances each year and calls itself the largest repair service in America. The company named its AI system “kAIros” and offers help in both English and Spanish. While AI can make customer service faster, Fowler warns that protecting private information must be the top priority when companies use these new technologies.