The Co-op has deployed artificial intelligence monitoring systems across its legal services division to record and analyze phone interactions between staff members and customers. The technology, powered by an OpenAI model, evaluates more than 50 distinct aspects of each call and generates performance scores that managers use to assess employee performance. According to reports, the system has been in operation for the last couple of months across dozens of legal services positions and is used partly to identify opportunities for increased sales performance.
An anonymous Co-op worker described the monitoring as creating a pervasive sense of surveillance throughout the workday, characterizing the arrangement as “dystopian” and expressing concern about constant oversight of verbal communication. The worker noted that the AI monitoring can extend for several hours daily as employees handle inquiries from customers, including recently bereaved individuals seeking guidance on wills and estates. The employee indicated that the level of constant observation differs substantially from occasional compliance-related listening practices previously in place.
The Co-op stated that it does not accept the characterization of its AI system as problematic, maintaining that legal services staff demonstrate strong engagement levels. The company described the technology as a quality assurance tool designed to help ensure clients receive consistent guidance and support, while stressing that human judgment and accountability remain central to client interactions. Company leadership indicated the system functions as a support mechanism rather than a decision-making authority.
This development reflects a broader trend of increasing workplace AI monitoring. Earlier in the week, reporting revealed similar surveillance practices at Multiverse, an education technology company, where AI systems monitor online classroom sessions. Additionally, Burger King announced plans to implement monitoring technology in US restaurants, and Meta recently paused a keystroke tracking program following employee concerns and data privacy issues. Trade unions and workplace experts have raised concerns about the psychological impacts of such monitoring, with the International Labour Organization previously warning about stress-related risks associated with AI workplace surveillance systems. Union representatives have called for greater accountability and protections against automated performance management systems.
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