October 8, 2026
AI scores every employee conversation: Co-op reviews calls against more than 50 criteria
At Co-op Legal Services, an OpenAI model gives a percentage score to every employee call with a client about probate matters.
AI records and analyzes conversations about probate and wills. According to The Guardian on Oct 8, 2026, the model checks every call against more than 50 criteria.
From cases to employees. In 2024, Co-op invested in AI for lawyers to speed up probate case processing. In a press release dated Apr 3, 2025, the company said this work had become faster. It now also uses the model to assess employees' conversations with clients.
Up to 7 hours. An employee told The Guardian that daily AI monitoring lasts this long, covering almost the entire working day. He called the recording and analysis of every call "oppressive and dystopian."
Sources: [The Guardian, Oct 8, 2026](https://www.theguardian.com/technology/2026/oct/08/co-op-legal-services-ai-customer-phone-call-surveillance). Co-op press release dated Apr 3, 2025.
Customers continue talking to staff, while AI evaluates those conversations.