Co-op Legal Services Launches AI Audit in Customer Service
Co-op Legal Services has begun using AI-based technology to record and score customer service calls, a practice that has raised concern among employees.
Co-op Legal Services has implemented OpenAI-powered listening technology that automatically records, analyzes, and scores customer phone calls. Employees and unions criticize this practice, citing workplace surveillance and stress.
AI-Powered Call Analysis
Co-op Legal Services has started using an AI-based system to track phone calls made by customer service personnel. This system records and analyzes interactions between representatives and customers seeking support regarding wills and probate matters.
The OpenAI model has been trained to evaluate over 50 different aspects of each phone call, providing managers with pass or fail grades to analyze employee performance.
Reactions from Employees and Unions
Described as "oppressive and dystopian" by a whistleblower, the practice can result in staff who deal with recently bereaved customers being monitored by AI throughout the day.
Experts warn that the increasing use of AI audits in workplaces could elevate stress levels among employees, while unions have begun opposing the spread of this situation.
Co-op's Defense and Purpose of Implementation
Rolled out for dozens of legal services staff over the past few months, this monitoring system aims in part to identify ways to boost employees' sales performance.
Co-op stated that it rejects the criticisms, emphasizing that probate advisors are extremely dedicated to their jobs and that AI forms an important part of quality assurance processes.