‘Dystopian’: Co-op becomes latest firm to put staff under AI surveillance
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Whistleblower says recording and analysis of all probate calls in Co-op Legal Services is oppressive The Co-op has become the latest employer to place workers under AI surveillance with an automated listening technology that rates every phone call some of them make to customers. In a system describe
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A dimly lit call center with multiple workers on headsets, surrounded by stacks of legal files and framed by a large window revealing a gray, rainy day outside.
Caption: Welcome to customer service: where your every word is overheard by a machine learning lawyer.
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Based on the original story on theguardian.com.
Editor's note
The idea of AI listening in on our work conversations is a bit creepy, like having a digital shoulder-surfing boss. It's important to consider the human touch and trust in customer service, which might get lost in a sea of data points and algorithms.
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Panel 1
*Setting: Inside a call center cubicle at Co-op Legal Services. The walls are lined with rows of desks, each occupied by an employee who looks slightly perturbed. The protagonist, Alex, is on a phone call, looking at the camera mounted above their headset with a mix of frustration and resignation.* Alex (to camera)
Alex: So, Mr. Johnson, you’re contesting your father’s will. Understood. Wait, the AI just gave me a thumbs down for being too empathetic. Seriously?
Panel 2
*Setting: The same call center cubicle, but this time the camera is closer to Alex, showing the AI dashboard on a monitor to the side of Alex’s desk. The dashboard displays a graph of call quality, with a red line dipping sharply during the conversation.* Alex (muttering to self)
Alex: Great. Empathy’s a metric now. Just what the world needs.
Panel 3
*Setting: A break room at the office, where employees are gathered around a coffee machine. Alex is speaking to a colleague, Rachel, who looks equally bewildered.*
Alex: Rachel, did you know the AI rates every call we make? And it’s watching us talk to clients?
Rachel: No way. This is like something out of a dystopian movie. You think this is legal?
Alex: Legal? Who cares about that when you’re just trying to help people? Maybe I should just call in sick and watch ‘Black Mirror’ instead.
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