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.

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https://www.theguardian.com/technology/2026/oct/08/co-op-legal-services-ai-customer-phone-call-surveillance