The Co-op has introduced AI surveillance to monitor its workers, utilizing automated listening technology to evaluate phone calls between employees and customers. This system, criticized as "oppressive and dystopian" by a whistleblower, is employed by Co-op Legal Services to assess interactions concerning probate, wills, and estates. Using an OpenAI model, the AI evaluates over 50 elements of each call, assigning scores to managers for performance analysis. Employees report extensive monitoring, which can last several hours daily, often dealing with bereaved customers.
This development follows reports that AI is being used for monitoring online classroom sessions by Euan Blair’s AI training company, Multiverse, described as "remorseless" by teachers. Experts express concerns that such AI monitoring could heighten workplace stress. A Co-op employee, speaking anonymously, described the monitoring as creating distrust, comparing it to being watched continuously rather than occasionally for compliance.
The Co-op, which operates in various sectors, refutes the criticism, stating that its probate advisers are highly engaged. It claims that AI is integral to quality assurance, ensuring clients receive empathetic and expert guidance. The AI was introduced recently for dozens of legal services staff, partly to enhance sales performance. The Co-op emphasizes that the AI is a support tool, not a decision-maker, aiding leaders in improving client experiences.
Trade unions are resisting the spread of AI monitoring. Recently, Burger King in the US announced plans to use AI to track restaurant workers' interactions, while Meta paused keystroke tracking due to privacy concerns and backlash. John Chadfield of the Communication Workers Union argues that AI can undermine sensible workplace practices and unnecessarily intensify work. Hayfa Mohdzaini from the Chartered Institute of Professional Development notes that the office is increasingly resembling a factory with structured performance feedback.
This year, the International Labour Organization warned about the "psychosocial" risks of AI monitoring, including increased work-related stress, noting the lack of a comprehensive regulatory framework for AI in workplaces. Caoilionn Hurley, managing director of Co-op Life Services, asserts that AI's efficiency allows for consistent high-standard service delivery and informed support, while human judgment and empathy remain central to client relationships.
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