Co-op uses OpenAI model to monitor employee calls with customers

UK legal services company Co-op reportedly uses an OpenAI model to constantly record and grade employees' calls with customers, assessing more than 50 aspects of each conversation. Workers say they can be monitored by AI for several hours a day; Co-op calls it a quality assurance support tool.

• OpenAI model scores over 50 aspects of each customer call
• Some Co-op workers are monitored by AI for hours daily
• Co-op says AI supports, not replaces, human decisions
• Survey: 61% of US workplaces use AI productivity analytics