Co-op Legal Services uses AI to record and analyze calls about wills and probate, then sco

Summary

Co-op Legal Services uses AI to record and analyze calls about wills and probate, then scores conversations across more than 50 dimensions. Employees have questioned the practice as ongoing surveillance. The company says the system is intended to support and coach staff, not to make decisions. The report sets out that contrast without presenting the AI as a decision-maker: the tool evaluates recorded customer calls, while workers raise concerns about monitoring and its effect on the workplace. The case brings attention to transparency, privacy and employee trust when AI is used to assess service interactions.