In a system described as “oppressive and dystopian” by a whistleblower, Co-op Legal Services is using AI models to record, analyse and award a percentage score for interactions between agents and customers seeking advice about probate, wills and estates.

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 “key aspect of our quality assurance processes” and helps ensure “our clients consistently receive empathetic expert guidance”.