Co-op Legal Services using AI to rate workers’ phone calls to customers
Summary
Co-op Legal Services has started using artificial intelligence (AI) to listen to and score phone calls between workers and customers who need legal advice. The AI rates employees on many parts of their calls and gives pass or fail scores to managers to help check worker performance.Key Facts
- Co-op Legal Services uses AI to record and analyze calls about probate, wills, and estates.
- The AI model assesses over 50 different aspects of each call and provides scores.
- Managers use these scores to review how employees perform and find ways to improve sales.
- Some workers feel the AI monitoring is constant and creates distrust.
- Co-op says the AI helps support workers and improve the quality of advice for clients.
- Trade unions have raised concerns about AI increasing workplace stress and being unfair.
- Similar AI monitoring is used by companies like Burger King and was paused by Meta after staff complaints.
- The International Labour Organization warned about mental health risks from AI surveillance at work and said regulations are needed.
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