‘Dystopian’: Co-op becomes latest firm to put staff under AI surveillance
TL;DR
Whistleblower says recording and analysis of all probate calls in Co-op Legal Services is oppressive 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.
Nauti's Take
Teams considering AI call scoring should first test consent, retention periods, access controls, and a meaningful appeal process. Error rates deserve special scrutiny: in sensitive areas such as probate, a polished score can still misjudge the quality or safety of the advice.
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