The vibe check is automated
If you thought your boss watching your Slack activity was bad, it’s giving Black Mirror vibes over at Co-op Legal Services. The firm has started using an AI model—specifically tech from OpenAI—to record, analyze, and grade every single call made by their probate advisors. We’re talking about a system that monitors over 50 different parts of a conversation to spit out a percentage score for managers.
Why employees are stressing
For the workers on the front lines, the plot thickens. Many of these staff members are handling sensitive, emotional calls with people who are recently bereaved. One anonymous employee told the press that the constant surveillance feels "oppressive and dystopian," noting that they are effectively being watched by a machine for hours every day. Real talk: the vibe in the office is officially off.
While the company claims this is just about quality assurance and helping staff provide "empathetic expert guidance," the tech is also being used to figure out how to boost sales. It’s a total L for workplace morale, and labor advocates aren't having it.
The bigger picture
This isn't just a Co-op problem; it’s part of a larger trend of "AI-washing" workplace management. From Burger King tracking restaurant staff to the general surge in digital surveillance, unions like the Communication Workers Union are pushing back. They argue that computer systems shouldn't be your manager and that this "remorseless" tech is only going to ramp up stress levels for employees who deserve actual human respect. The International Labour Organization has even put out warnings that this kind of monitoring is a major psychosocial risk.
Why it matters
We’re seeing a massive, unregulated shift in how workplaces function. When companies trade human oversight for "efficiency," they often lose the nuance of empathy, especially in sensitive roles. As AI becomes the default manager, we have to ask: are we building better workflows, or are we just turning offices into high-tech factories?
