The Co-op has become the latest employer to implement AI surveillance technology in its operations, deploying an automated listening system that rates every phone call made by some workers to customers. In what a whistleblower has characterised as "oppressive and dystopian", Co-op Legal Services is using artificial intelligence models to record, analyse and assign percentage scores to interactions between agents and customers seeking advice about probate, wills and estates.
The AI system has been trained to evaluate more than 50 distinct aspects of each phone call and generate pass and fail scores that managers receive to assess employee performance. Staff members report that the system can subject their work to AI monitoring for several hours daily as they respond to inquiries, often from customers who are grieving the loss of a loved one.
A worker at Co-op Legal Services, speaking anonymously to protect their employment, described the experience as fundamentally different from traditional compliance monitoring.
You are being watched. It's different from occasionally being listened to for compliance purposes. [You are] being monitored absolutely every word that you say and every time that you utter something … It just feels really dystopian. It's the thin end of the wedge.The employee said the AI system created a pervasive sense of distrust in the workplace.
The development follows recent revelations about Euan Blair's AI training company, Multiverse, which has begun deploying similar monitoring technology in educational settings. Teachers have described that system as "remorseless" and "unnerving", while Multiverse has defended its approach as "using AI to improve the experience of learners and customers". Experts have raised concerns that expanding AI monitoring of workers may contribute to increased workplace stress and anxiety.
Co-op Legal Services introduced the AI monitoring system within the last couple of months to dozens of staff members in its legal services division. The technology is deployed in part to identify opportunities for workers to increase their sales performance. According to the company's public information, calls may be recorded for training and quality monitoring purposes, with the stated goal of improving customer service.
The Co-op, which operates supermarkets, undertakers, insurance and legal services companies, has rejected the criticism. The organisation stated that its probate advisers demonstrate high levels of engagement and that it supports colleagues through AI, which it describes as a "key aspect of our quality assurance processes" designed to ensure "our clients consistently receive empathetic expert guidance". The company emphasised that the AI functions solely as a support tool and is not a decision-maker, helping leaders "support colleagues and continuously improve the experience we provide to clients".
In a broader context, the Co-operative Bank has announced a pilot partnership with Co-op Legal Services to provide bank customers with access to specialist legal support, expanding the reach of the legal services division.
How are unions responding to workplace AI monitoring?
Trade unions have begun mobilising against the expansion of AI monitoring in workplaces. In February, unions raised objections to monitoring practices, and this summer, further resistance emerged amid concerns about data privacy and staff opposition to surveillance systems.
John Chadfield, the national officer of the Communication Workers Union, criticised the approach:
AI is sold as the solution to every problem, but examples like this make it clear that it can diminish sensible workplace practices and intensify working lives for no reason. Unaccountable computer systems should not be people's managers, and these hard-working employees demand far more respect.
What do workplace experts say about AI monitoring?
Hayfa Mohdzaini, a senior policy and practice adviser at the Chartered Institute of Professional Development, observed that the nature of workplace feedback is shifting as a result of AI deployment.
The office is becoming more like a factory now our performance feedback can be given in a more structured way.Mohdzaini acknowledged that some employees have expressed concerns about the system and suggested that the situation will develop further as managers adjust their practices in response to staff feedback.
This year, the International Labour Organization raised significant concerns about AI deployment in workplaces, citing risks including increasing work-related stress. The organisation noted that
AI systems are being deployed in workplaces in the absence of a comprehensive regulatory framework. Preventing the risk of harm by AI use and operation in this context may not be straightforward.
How does the Co-op justify the AI system?
Caoilionn Hurley, the managing director of Co-op Life Services, which encompasses legal services, defended the deployment of AI monitoring.
The efficiency of AI over traditional methods allows us to review all customer conversations to ensure we consistently deliver high standards of service, while enabling more informed support, coaching and development for colleagues … Put simply, our goal is to provide expert support combined with empathy and understanding for every client at what can be a difficult time. AI helps us deliver that more consistently, while human judgment, accountability, care and kindness remain at the heart of every client relationship.
