Co-op Legal Services is using automated listening technology powered by OpenAI models to record, analyze, and rate every phone call handled by dozens of its probate, wills, and estates advisers, according to a report published by The Guardian.
The system assesses more than 50 discrete aspects of each interaction, providing pass and fail scores to managers. One whistleblower described the setup as oppressive and dystopian, noting that employees can face monitoring for several hours a day while speaking with recently bereaved clients. The software, introduced over the past couple of months, also aims to identify ways workers can boost their sales performance.
Co-op Defends AI Quality Assurance Tool
The Co-op rejected the criticism, stating that its probate advisers are highly engaged and that the technology serves strictly as a support tool rather than a decision-maker. Caoilionn Hurley, managing director of Co-op Life Services, said the efficiency of artificial intelligence allows the firm to review all customer conversations to ensure high standards of service.
The company maintains that the software helps leaders provide more informed support, coaching, and development. According to the Co-op, human judgment, accountability, care, and kindness remain at the heart of every client relationship, while the technology simply assists in delivering consistent empathy and expert guidance.
Trade unions raise concerns about workplace monitoring
Trade unions have raised concerns regarding the expanding use of automated monitoring in workplaces. John Chadfield, national officer of the Communication Workers Union, stated that artificial intelligence can diminish sensible workplace practices and intensify working lives without justification.
This deployment follows recent controversies surrounding automated tracking across other sectors. The Guardian reported that Euan Blair’s AI training company, Multiverse, began using similar technology for blanket monitoring of online classroom sessions, which teachers characterized as remorseless and unnerving. In the United States, Burger King announced plans to track customer interactions in restaurants using technology earlier this year, while Meta paused computer keystroke tracking for employees amid staff backlash and data privacy concerns.
AI model evaluates dozens of call aspects
What specific tasks does the AI model perform during Co-op phone calls?
The OpenAI model records, analyzes, and evaluates more than 50 discrete aspects of interactions between agents and customers, awarding percentage scores along with pass and fail grades to managers.
When was this listening technology introduced at Co-op Legal Services?
The automated monitoring system was introduced over the last couple of months and currently affects dozens of legal services staff members.
What justification did management give for installing the software?
Caoilionn Hurley stated that the technology allows the firm to review all customer conversations to ensure consistent service standards and to enable more informed coaching and development for employees.
Employees report pervasive sense of distrust
Employees subject to the listening tools reported a pervasive sense of distrust. One anonymous worker told The Guardian that being monitored on absolutely every word uttered feels like the thin end of the wedge.
Experts note that these tools are being deployed without comprehensive regulatory frameworks. Hayfa Mohdzaini, senior policy and practice adviser at the Chartered Institute of Professional Development, noted that offices are increasingly resembling factories as performance feedback becomes structured through automated systems, adding that managers will need to adjust their approaches as resistance grows.
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