Co-op Legal Services using AI to rate workers’ phone calls to customers

Whistleblower says recording and analysis of all probate calls is ‘oppressive and dystopian’ 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. Continue reading...

Whistleblower says recording and analysis of all probate calls is ‘oppressive and dystopian’ 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. Continue reading...