The Co-operative Group has introduced an artificial intelligence (AI) system to monitor employee calls within its legal services division, drawing criticism from staff and raising broader concerns about workplace surveillance. The technology, deployed in recent months, listens to and scores phone conversations between legal advisers and clients seeking assistance with wills, probate, and estates.
The AI tool, developed using OpenAI models, evaluates over 50 specific elements of each call, assigning pass or fail marks that are then reviewed by managers to assess employee performance. This process allows continuous monitoring during working hours, a practice some employees describe as intrusive and oppressive. One staff member, speaking anonymously, characterized the system as “dystopian,” expressing that constant AI scrutiny creates a climate of distrust and anxiety.
The Co-op, which operates across sectors including supermarkets, insurance, legal, and funeral services, defended the technology as an enhancement to its quality assurance measures. It said the AI is intended solely to support staff, helping to maintain consistent service standards and enabling targeted coaching. A spokesperson stated that human judgment and empathy remain central to client interactions, emphasizing that the AI tool is not a decision-maker but an aid to leaders in supporting employees.
The introduction of AI surveillance at the Co-op follows similar moves by other companies. For example, Multiverse, a firm co-founded by Euan Blair, recently implemented AI monitoring of online classroom sessions, a practice met with discomfort by educators. In the United States, fast-food chain Burger King announced plans to use AI to assess customer interactions in its restaurants, while Meta temporarily suspended monitoring of employee computer activity amid privacy concerns and staff backlash.
Labor representatives and workplace experts have voiced apprehension about the growing use of AI in employee oversight. John Chadfield, a national officer of the Communication Workers Union, criticized the reliance on automated systems, warning that such practices can erode workplace respect and intensify job pressure without clear benefits. The Chartered Institute of Professional Development noted that these technologies shift feedback to a more mechanized and factory-like environment, potentially requiring managers to reconsider their approaches.
The International Labour Organization has highlighted the psychosocial risks linked to AI workplace monitoring, including increased stress and mental health challenges. It also pointed out the lack of comprehensive regulation governing AI deployment in employment settings, complicating efforts to address potential harms.
Caoilion Hurley, managing director of Co-op Life Services, which includes its legal operations, stated that AI enables thorough review of all customer conversations, improving service consistency and offering more informed support for staff development. Hurley underscored that while AI contributes to efficiency, the company remains committed to human accountability, care, and kindness in client relationships, especially during sensitive interactions.