One signal

The Co-op is using an AI system to record and assess calls made by staff at its legal services business, scoring more than 50 aspects of each conversation. The Guardian reports that managers use the results to review performance, including sales, while the Co-op says the system supports quality assurance and is not a decision-maker.

What happened The Guardian reports that the system was introduced in recent months and is being used by dozens of probate staff handling calls about wills, estates and bereavement. The paper says the AI assigns percentage scores and can monitor workers for several hours a day. One anonymous employee described the experience as oppressive; the Co-op said it did not recognise that criticism and said its advisers were highly engaged. The Co-op says the technology helps managers support colleagues and improve service, and that human judgement and accountability remain in place. Read the Guardian’s report. Why it matters

Discuss: Should AI score every customer call, or should performance reviews leave room for human judgement and context?

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