Co-op implements AI system to monitor and score employee calls

Co-op Legal Services in the United Kingdom has implemented an automated artificial intelligence system to monitor and analyze telephone conversations between employees and clients. The technology evaluates interactions regarding wills, estates, and probate, assigning a percentage score to each call to measure professional performance.

The use of this system has drawn criticism from employees, with one whistleblower describing the continuous monitoring as ‘oppressive and dystopian.’ Workers have expressed concerns that being constantly evaluated on communication style and procedural adherence creates excessive pressure. Co-op representatives have rejected these criticisms, stating they do not recognize the negative descriptions of the system.