Co-op Legal Services uses AI to rate workers' calls to customers

Co-op Legal Services has deployed an OpenAI-based AI system that records and scores every phone call staff make to customers about probate, wills and estates. The model assesses more than 50 aspects of each call and issues pass/fail scores used by managers to evaluate performance. A whistleblower called the system "oppressive and dystopian."

• OpenAI model assesses over 50 aspects of each phone call
• Pass/fail scores are used by managers to evaluate staff performance
• Monitoring covers dozens of legal services staff introduced in recent months
• Whistleblower called the system "oppressive and dystopian"