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

The Guardian Tech Thursday 08 October 2026, 09:00 UTC By Robert Booth UK technology editor 1 min read
Key Points

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...

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.

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Co-op Legal Services (ORG) AI (ORG) dystopian’The Co-op (ORG)
Originally published by The Guardian Tech Read original →

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