Japan Supermarket Uses AI to Measure Staff Smiles, Boost Service Quality

• AEON, a Japanese supermarket chain, has implemented an AI system called 'Mr Smile' to assess and standardize employees' smiles and service attitudes across its 240 stores.
• Developed by InstaVR, the AI evaluates over 450 elements, including facial expressions and voice tones, and incorporates game-like features to encourage staff improvement.
• A trial involving 3,400 staff members showed a 1.6 times improvement in service attitude over three months, according to AEON.
• The initiative has sparked concerns about workplace harassment, with critics arguing that enforced smiles could exacerbate customer harassment issues.
• Comparisons have been drawn to McDonald's 'Smile zero yen' policy, highlighting ongoing debates about the impact of such measures on employee well-being.

Source: South China Morning Post