Co-op Legal Services faces backlash over AI employee surveillance

Co-op Legal Services has implemented an AI-driven monitoring system that records and evaluates every customer phone call made by its staff. Using OpenAI technology, the system analyzes over 50 performance metrics to provide automated pass or fail scores to management. While the company claims the tool is designed to support staff and ensure consistent service quality for clients, employees have described the practice as "dystopian" and "oppressive," citing increased stress and a sense of constant surveillance. The move has sparked broader concerns from trade unions and labor experts regarding the psychosocial risks of AI in the workplace. As companies increasingly adopt automated performance tracking, critics argue that such systems can diminish workplace culture and dehumanize staff interactions, particularly in sensitive sectors like legal advice for the bereaved. The Co-op maintains that human judgment remains central to its operations, with AI serving only as a supportive coaching tool.