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Japan chain uses AI to gauge staff smiles, speech tones in QoS push
A supermarket chain in Japan has adopted an artificial intelligence system that draws on more than 450 elements, including facial expressions and voice volume to measure the attitudes of customer-facing staff.
Japanese supermarket chain AEON has adopted an artificial intelligence (AI) system to assess and standardise its employees’ smiles, renewing the debate about workplace harassment. This year, nearly half of the 30,000 staff surveyed, who work in the service industry and other sectors, reported experiencing customer harassment to Japan’s biggest union, UA Zensen. After Japan’s Ministry of Health, Labour and Welfare published a manual of instructions against customer harassment in 2022, more companies were urged to maintain service standards without sacrificing the well-being of staff.
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