Artificial intelligence expands workplace surveillance

Companies are increasingly utilizing artificial intelligence to expand surveillance within the workplace. These automated systems are used to record, analyze, and evaluate employee and customer behaviors in real time, ranging from assessing telephone conversations to building detailed customer profiles.

For example, the British company Co-op has implemented automated listening technology. Specifically, Co-op Legal Services uses AI models to record and analyze conversations between employees and clients regarding inheritance, wills, and assets. The system assigns a percentage score to these interactions, a practice described by one whistleblower as ‘oppressive and dystopian.’ While employees report feeling under constant scrutiny, the company maintains that its advisors are dedicated to their work and does not share the criticism.