JAPANESE SUPERMARKET USES AI TO GAUGE EMPLOYEE SMILES

AEON is world’s first company to use AI to measure attitudes of customer-facing employees. — SCMP

Wed 24 July 2024:

A Japanese supermarket chain has introduced an artificial intelligence (AI) system to measure the smiles of its employees.

The system “Mr. Smile”, launched by the country’s largest supermarket operator AEON, aims to standardize staff smiles and maximize customer satisfaction, according to a report by the South China Morning Post.

AEON conducted a trial of the system in eight of its 240 stores, involving approximately 3,400 employees over three months. The trial found that the “service attitude improved by up to 1.6 times.”

In early July, AEON announced that it had expanded the use of the smile-gauging AI system across all its stores nationwide, marking a first in the global retail industry.

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The AI system, developed by the Japanese technology company InstaVR, analyzes over 450 elements, including facial expressions, voice volume, and the tone of greetings.

However, concerns have been raised about the potential for the system to exacerbate workplace harassment, particularly from customers—a significant issue in Japan.

McDonald’s Japan Drops Mandatory Smiles Amid Employee Welfare Concerns

McDonald’s Japan, which has had “Smile” listed on its menu at “0 yen” since the 1980s to emphasize free customer greetings, is rethinking the practice. The concept has come under increasing scrutiny in recent years for potentially adding pressure on employees, who already earn the country’s lowest hourly wages.

Following the 2022 release of a customer harassment prevention manual by Japan’s Ministry of Health, Labour and Welfare, companies are being encouraged to uphold service standards without compromising staff well-being.

In related news, a supermarket in Fukuoka prefecture introduced an extra-slow checkout counter to cater to elderly and disabled customers, allowing up to 20 minutes for checkout without pressure. This initiative was well-received, and despite processing fewer customers, it led to a 10% increase in sales, according to Asahi TV.

SOURCE: INDEPENDENT PRESS AND NEWS AGENCIES

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