Japan unveils groundbreaking AI to monitor staff smiles in real-time

AEON, a Japanese supermarket chain, has become a pioneer by adopting an AI system to measure and monitor employees' tone and assess the demeanor of its customer-facing staff. 

The goal of this system is to standardize staff smiles and maximize customer satisfaction. The implementation of this system has sparked a debate about workplace expectations and the ethical use of technology to monitor emotions in customer service settings. The question has also been raised whether this infringes on employee rights.

What is Mr. Smile AI and how is it being used?

InstaVR developed Mr. Smile AI, which rates a shop assistant's service attitude and analyzes their smile. The system evaluates more than 450 elements of staff behavior, including voice volume, greeting tone and facial expressions. 

AEON is rolling out these systems nationwide across 240 supermarkets. The system incorporates game-like features with the hope of motivating employees to improve their scores, reflecting a broader trend in Japan to improve customer service experiences.

What is the impact?

AEON has completed a trial run of the system with eight stores involving 3,400 employees. The trial produced promising results:

• Over three months, service attitude improved by 1.6 times, resulting in a more engaging shopping environment with enhanced customer service. This system also boosts efficiency by providing consistent real-time feedback.

• This system objectively measures performance, identifying training needs and improving service standards.

Concerns and criticism 

The use of AI in tracking employee performance and customer service has not been without criticism. Some of the concerns include:

• Constant surveillance by these systems can lead to privacy concerns, mistrust and mental health issues as staff struggle to maintain a positive demeanor, contributing to increased stress levels.

• Ethical concerns with AI have been raised regarding its use in enforcing emotional labor and infringing on workers' rights to authentic self-expression in the workplace. 

Employers should develop strategies, policies and training programs to navigate challenging customer interactions and respond appropriately to ensure employees’ mental wellbeing as technology continues to advance.