GoKawiilCo-op uses OpenAI model to score every customer call made by staff
The Guardian reports that UK retailer Co-op has deployed an AI system built on an OpenAI model to continuously monitor and grade employee phone calls against more than 50 criteria, assigning pass or fail scores. Workers say the system can track them for several hours a day, with one whistleblower calling it 'oppressive and dystopian' because it records every word rather than occasional compliance checks.
GoKawiil's interpretation of the reporting above, not reported fact.
The report suggests AI monitoring tools are moving beyond occasional spot-checks toward continuous, granular surveillance of worker speech, which could reshape expectations around workplace privacy and stress. It also fits a broader pattern cited in the report, including Burger King's AI headsets and Meta's keystroke tracking, indicating employers across sectors may be testing how far AI oversight of staff can go before triggering backlash.
- Co-op reportedly uses an OpenAI-based model to evaluate over 50 aspects of each customer call.
- A whistleblower described the monitoring as constant rather than occasional, calling it 'oppressive and dystopian.'
- The report cites a survey finding 61% of US workplaces already use AI analytics to measure employee productivity.
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Published there as: “Bosses Deploying AI-Powered Spyware That Watches Workers Constantly”
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