The Co-op Legal Services has implemented an automated listening technology that rates every phone call made by some of its workers to customers. This move has been described as "oppressive and dystopian" by a whistleblower, raising concerns about the implications of AI surveillance in the workplace.
AI Monitoring of Calls
The system utilizes AI models to record and analyze interactions between agents and customers seeking advice on probate, wills, and estates. An AI model from OpenAI has been trained to assess over 50 discrete aspects of each phone call, providing pass and fail scores to managers who analyze employee performance based on this data.
One worker reported that their performance is monitored by AI for several hours each day, particularly when handling inquiries from recently bereaved customers. This follows a recent revelation by the Guardian regarding Euan Blair’s AI training company, Multiverse, which has also begun using AI for monitoring online classroom sessions, a practice described by teachers as "remorseless" and "unnerving."
Employee Concerns
Experts have expressed concerns that increased AI monitoring may heighten stress levels among workers. A Co-op employee, who spoke anonymously, stated:
“"You are being watched. It’s different from occasionally being listened to for compliance purposes. You are being monitored absolutely every word that you say... It just feels really dystopian. It’s the thin end of the wedge."
In response to the criticism, the Co-op stated that it does not recognize these concerns and emphasized that its probate advisers are highly engaged. The company claims that AI is a key aspect of its quality assurance processes, ensuring that clients receive empathetic expert guidance.
