Employee Monitoring

Co-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.