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The Guardian — Technology · October 8, 2026 · On the brief until October 22, 2026

‘Dystopian’: Co-op becomes latest firm to put staff under AI surveillance

Human ResourcesLawManagement
THE AI ANGLE
monitoring and scoring employee phone calls

Co-op Legal Services deployed an OpenAI model to record and score staff calls regarding wills and estates across 50 criteria. This system provides managers with automated performance metrics for each employee interaction. Professionals in management and human resources face staff pushback and rising workplace stress from continuous call tracking.

Summary written by AI Business Lens with an AI model from the article at theguardian.com. It is not the article, and the publisher has not reviewed it. For publishers.

THE TEACHING ANGLE
Leaders must balance automated quality control against worker stress and distrust caused by continuous call monitoring.

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