It comes after the Guardian last week revealed Euan Blair\u2019s AI training company, Multiverse, has started using an AI for blanket monitoring of online classroom sessions<\/a>, which teachers called \u201cremorseless\u201d and \u201cunnerving\u201d, while Multiverse said it was \u201cusing AI to improve the experience of learners and customers\u201d. Experts have voiced fears that increasing AI monitoring of workers risks increasing stress.<\/p>\n \u201cYou are being watched,\u201d said a Co-op worker who spoke to the Guardian on condition of anonymity and said the AI created a sense of distrust. \u201cIt\u2019s different from occasionally being listened to for compliance purposes. [You are] being monitored absolutely every word that you say and every time that you utter something \u2026 It just feels really dystopian. It\u2019s the thin end of the wedge.\u201d<\/p>\n The Co-op, which operates supermarkets, undertakers, insurance and legal services companies, said it did not recognise the criticism and said its probate advisers were highly engaged. It said it supported colleagues with AI, which is a \u201ckey aspect of our quality assurance processes\u201d and helps ensure \u201cour clients consistently receive empathetic expert guidance\u201d.<\/p>\n The AI monitoring is understood to have been introduced in the last couple of months into the work of dozens of legal services staff. It is used in part to identify ways they can boost their sales performance.<\/p>\n The Co-op said the AI is used solely as a support tool, is not a decision-maker, and helps leaders \u201csupport colleagues and continuously improve the experience we provide to clients\u201d.<\/p>\n Trade unions have begun pushing back against the spread of AI monitoring. In February Burger King in the US announced it would be using the technology to track restaurant workers\u2019 customer interactions<\/a>, and this summer, Meta paused tracking of employees\u2019 computer keystrokes<\/a> amid data privacy concerns and a staff backlash.<\/p>\n \u201cAI is sold as the solution to every problem, but examples like this make it clear that it can diminish sensible workplace practices and intensify working lives for no reason,\u201d said John Chadfield, the national officer of the Communication Workers Union. \u201cUnaccountable computer systems should not be people\u2019s managers, and these hard-working employees demand far more respect.\u201d<\/p>\n \u201cThe office is becoming more like a factory now our performance feedback can be given in a more structured way,\u201d said Hayfa Mohdzaini, a senior policy and practice adviser at the Chartered Institute of Professional Development. \u201cClearly some people have a problem with it. It will be interesting to see how it develops and how much managers need to adjust their approach.\u201d<\/p>\n
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