AI evaluates every call handled by Co-op legal advisers

Artificial intelligence analyzes and scores every call handled by Co-op Legal Services advisers. Does it improve service or turn work into continuous surveillance?

According to The Guardian, an OpenAI model evaluates more than 50 aspects of conversations with customers and provides scores to managers. Co-op says the tool helps support and train its advisers; one employee describes an experience of constant surveillance. The report provides no data that could confirm an improvement in service and does not detail the employment consequences of the scores.

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