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A major Japanese supermarket chain has implemented a new AI system that aims to evaluate and ‘standardise’ its employees smiles
Tom Anstey | Planet Attractions | 02 Aug 2024
Mr Smile is an AI technology used to track the smiles of customer-facing employees
Japanese supermarket chain AEON has introduced a new AI technology used to measure the smiles of its employees.
The ‘Mr. Smile’ system, say reports, aims to “standardise staff smiles and maximise customer satisfaction”, with a trial across test locations seeing service attitude improved up to 1.6 times.
Conducted over three months in eight of the chain’s 240 stores, the trial involved data collected from approximately 3,400 AEON employees. Such was its success, that it has now been expanded nationwide - a first for the global retail industry.
The AI technology has been developed by Japanese company InstaVR, with the system analysing more than 450 elements, including facial expression, tone of greeting and voice volume.
The technology’s use is controversial, however, with concerns raised for potential abuse and workplace harassment, particularly from customers, which is a significant problem in Japan. In 2024 alone, nearly half of 30,000 members of staff working under Japan’s largest union, UA Zensen, have reported customer harassment. Concerns have also been raised about the increasing use of AI technology in public places.
With the attractions industry being one built on customer service and a happy smile, it has to be wondered - who will be first to jump and employ Mr Smile or similar technology at their operation?
Technology
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