Robert Booth, The Guardian; ‘Dystopian’: Co-op becomes latest firm to put staff under AI surveillance
"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...
“You are being watched,” said a Co-op worker who spoke to the Guardian on condition of anonymity and said the AI created a sense of distrust. “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.”"
