Co-op Legal Services uses AI to score staff phone calls with customers
Overview
Co-op Legal Services has introduced AI monitoring that records and rates staff phone calls with customers seeking probate and will advice, according to The Guardian.
A model from OpenAI assesses more than 50 aspects of each call and gives managers pass and fail scores, which they use to analyse employee performance. The system was reportedly introduced in the last couple of months for dozens of legal services staff.
The Co-op says the tool is a support aid rather than a decision-maker. Trade unions and a whistleblower have criticised the monitoring as oppressive.
AIWritten by AI from the articles below · overview updated Oct 8, 7:53 PM ET
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- The Guardian · AICo-op places legal services staff under AI monitoring of customer phone calls
The Co-op's legal services arm is using AI models to record and score staff phone calls with customers seeking probate and will advice, with a model from OpenAI assessing more than 50 aspects of each call. Managers use pass and fail scores to analyse employee performance, and the Co-op says the system is a support tool, not a decision-maker. Trade unions and a whistleblower have criticised the monitoring as oppressive.
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