Co-op Legal Services using AI to rate workers’ phone calls to customers
OMEGAZEPRIME News
This story was selected and curated by our editorial team in the AI (artificial intelligence) category. Published on October 8, 2026 • Originally reported by Robert Booth UK technology editor. OMEGAZEPRIME provides independent news coverage and analysis for our readers. Stay informed with the latest developments.
This story was selected and curated by our editorial team in the AI (artificial intelligence) category. Published on October 8, 2026 • Originally reported by Robert Booth UK technology editor. OMEGAZEPRIME provides independent news coverage and analysis for our readers. Stay informed with the latest developments.
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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