Co-op Legal Services using AI to rate workers’ phone calls to customers
Co-op Legal Services has implemented an artificial‑intelligence system that automatically records and evaluates every phone conversation its probate staff have with clients. A whistleblower alleges the practice creates an intrusive monitoring environment, describing it as oppressive and reminiscent of dystopian surveillance. The company says the technology aims to improve service quality and compliance, while staff express concerns over privacy and morale.