Japan chain uses AI to gauge staff smiles, speech tones in QoS push

Japanese supermarket chain AEON has integrated an artificial intelligence system named 'Mr Smile' which evaluates employees' smiles and speech tones to improve customer service. The use of AI in its 240 shops nationwide intends to standardize service attitudes and includes more than 450 elements in its assessment criteria. However, this move reignited debates on workplace harassment and customer behavior in Japan.

• AEON is the first company to use AI for staff attitude measurement.
• The AI system, developed by InstaVR, tracks over 450 attributes.
• Service attitude improved by 1.6 times in a 3-month trial.
• Concerns arise over potential increase in 'kasu-hara', customer harassment.
• McDonald's in Japan has faced scrutiny for similar 'Smile' policies.