An anonymous worker has told the Guardian that Co-op Legal Services is using AI to listen to and rate phone calls made by some of its staff, including calls with bereaved customers, and described the system as oppressive and dystopian. The Guardian presents Co-op as the latest firm to put staff under AI surveillance. The Communication Workers Union said AI should not become employees' manager, while Co-op says it is a support tool for quality assurance and coaching. Concerns a UK legal services business owned by the Co-op and its handling of staff and customer calls.
