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Co-op Legal Services using AI to rate workers’ phone calls to customers

08.10.2026 12:00 | The Guardian World

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 probate, wills and estates. Continue reading...

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