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

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. A model from OpenAI has been trained to assess more than 50 discrete aspects of eac…

By the Truvace desk2 min read1 sourceJournalismTRV-2026-1422· cite & verify
‘Dystopian’: Co-op becomes latest firm to put staff under AI surveillance

In brief

Co-op Legal Services has begun using an OpenAI-based model to record and analyse phone calls between its probate, wills and estates advisers and customers. Each call receives a percentage score, and managers get pass or fail results that feed into performance analysis. The system is understood to have been introduced within the last couple of months and covers dozens of staff.

The case matters because it shows AI listening tools spreading into workplaces where staff handle sensitive conversations, while a whistleblower and a union call the practice oppressive. The Co-op defends it as a quality and coaching aid and says humans remain accountable. The article gives no measured data on stress, performance or customer outcomes, so the effects remain unresolved.

Main points

  1. The model reportedly assesses more than 50 discrete aspects of each call and gives managers pass and fail scores.
  2. One worker said AI monitoring can cover several hours of their day, often during calls with recently bereaved customers.
  3. The Co-op says the AI is a support tool and not a decision-maker, and that staff are highly engaged.
  4. The system is also used in part to find ways for staff to improve sales performance.
  5. The International Labour Organization warned this year of psychosocial risks from AI monitoring, including work-related stress.

The problem

Staff handling calls from bereaved customers are scored on every call by an AI model, which one worker says creates distrust and constant monitoring, and which experts link to a risk of greater stress.

The rundown

The monitoring applies to Co-op Legal Services advisers handling inquiries about probate, wills and estates. An OpenAI model was trained to rate each call, and managers use the scores to analyse employee performance. The article says the system is used in part to identify ways to boost sales.

An anonymous worker described the experience as different from occasional compliance listening, saying every word is monitored. The Communication Workers Union's John Chadfield said unaccountable computer systems should not be people's managers. The Chartered Institute of Professional Development's Hayfa Mohdzaini said the office is becoming more like a factory but that it will be interesting to see how managers adapt.

Co-op Life Services managing director Caoilionn Hurley said AI lets the company review all customer conversations and give colleagues more informed coaching. The article places the case among other AI monitoring: Burger King's tracking of customer interactions in the US, Meta's pause of keystroke tracking after a backlash, and Multiverse's classroom monitoring. The ILO said AI is being deployed without a comprehensive regulatory framework.

Sources

  1. JournalismThe Guardian2026-10-08

The debate