ace‘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…
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.
Evidence
- JournalismThe Guardian2026-10-08
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Truvace Impact Record TRV-2026-1422, v1: “‘Dystopian’: Co-op becomes latest firm to put staff under AI surveillance.” Truvace, 2026-10-15. /record/TRV-2026-1422 (accessed at citation time). sha256 1d5d614f379298c7…
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