A Japanese supermarket chain is getting attention for implementing an AI tool called “Mr. Smile” that monitors workers for the quality and quantity of their smiles when interacting with customers, raising questions around the globe about how far to allow artificial intelligence into the workplace. Mr. Smile, introduced at eight Aeon locations earlier this year, initially monitored over 3,000 employees with artificial intelligence technology, using more than 450 elements to assess facial expressions, the length and sincerity of smiles, and the volume and tone of voice. Deeming the trial a success, Aeon just announced it will roll out the system to all 240 of its stores and monitor tens of thousands of workers across Japan “to standardize staff members’ smiles and satisfy customers to the maximum.” Could companies in the U.S. implement AI-driven emotional monitoring? Here’s what employers in Japan and the U.S. should consider when looking into AI technology that mandates specific emotions from its workers.
Some believe that Aeon’s nationwide rollout of Mr. Smile is well-intentioned. After all, the standards for customer service in Japan are famously high, and this program will help provide feedback to workers about changes to improve their skills and create a happier experience for customers.
But according to a recent report, worker advocates are worried about rising rates of kasuhara—customers harassing workers for not being friendly...
Hyderabad: BRS leader Aedla Sudhakar Reddy strongly criticised the statements of HYDRAA commissioner A.V. Ranganath regarding the status of Bathukammakunta. The official had claimed that the place...