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

One employee says the system can mean their work is monitored by AI for seven hours a day as they handle inquiries, often from bereaved customers. Photograph: Maskot/Getty Images

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.