Co-op Legal Services using AI to rate workers’ phone calls to customers
One source
What the source said
The Guardian – UK
“Co-op Legal Services using AI to rate workers’ phone calls to customers”
Whistleblower says recording and analysis of all probate calls is ‘oppressive and dystopian The Co-op has become the latest employer to place workers under AI surveillance with an automated listening technology that rates every phone call some of them make to customers. In a system described as “oppressive and dystopian” by a whistleblower, Co-op Legal Services is using AI models to record, analyse and award a percentage score for interactions between agents and customers seeking advice about…
Read at The Guardian – UKReported by one source so far. It is confirmed when a second, independent source reports the same thing.