英国Co-op法律服务公司近期对数十名员工启用了人工智能电话监控系统1。该系统采用OpenAI的模型，可自动评估员工与客户互动中的超过50个指标，并为管理人员生成通过或不通过的评分1。该公司声称该技术是"质量保证流程的关键方面"，仅作为支持工具而非决策工具1。
然而，这一做法引发了广泛担忧。一名员工形容该系统"感觉很反乌托邦"，表示自己"被监视着"1。国际劳工组织今年警告了AI监控带来的"心理社会"风险，包括增加工作压力1。通讯工人工会全国官员约翰·查德菲尔德批评称，"不负责任的计算机系统不应该成为人们的经理"1。
此类AI监控在工作场所的应用范围不断扩大。Meta今年夏季因数据隐私问题和员工反对暂停了对员工键盘敲击的追踪1，而美国汉堡王2月份宣布将使用该技术追踪餐厅员工的客户互动1。
Co-op Legal Services has deployed an artificial intelligence monitoring system over recent months that analyzes employee phone interactions with customers using OpenAI's model 1. The system evaluates more than 50 discrete metrics and provides managers with pass or fail scores 1. According to the company, the AI represents "a key aspect of quality assurance processes" and functions solely as a support tool rather than a decision-maker 1.
The initiative has sparked concern among workers and labor representatives. One employee described the experience of being monitored as feeling "very dystopian," stating "you are being watched" 1. John Chadfield, a national official at the Communications Workers Union, argued that "irresponsible computer systems should not become people's managers" 1. The International Labour Organization warned earlier this year of the "psychosocial" risks posed by AI monitoring, including increased work stress 1.
The development reflects a broader trend of workplace surveillance technology. Meta paused tracking of employee keystrokes in summer this year amid data privacy concerns and staff opposition 1, while Burger King announced in February its plan to use similar technology to track restaurant workers' customer interactions 1.
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