‘Dystopian’: Co-op becomes latest firm to put staff under AI surveillance

Whistleblower says recording and analysis of all probate calls in Co-op Legal Services is oppressive

The Co-op has become the latest employer to place workers under AI surveillance with an automated listening technology that rates every phone call some of them make to customers.

In a system described as oppressive and dystopian" by a whistleblower, Co-op Legal Services is using AI models to record, analyse and award a percentage score for interactions between agents and customers seeking advice about probate, wills and estates.