Patent for retailers to eavesdrop on workers
CUSTOMER service phone lines routinely tell consumers their “call is being recorded for quality assurance purposes”.
But a new Walmart patent shows that the retailer might someday collect checkout line sounds and capture conversations between customers and the cashier ringing up their purchases.
The patent, which was reported by BuzzFeed, would use a system of sound sensors to listen in on workers’ activities and interactions, gathering audio data such as the beeps and rustling of bags to determine the number of items in a transaction, the patent says, or conversations between cashiers and customers to hear whether workers were greeting customers.
“A need exists for ways to capture the sounds resulting from people in the shopping facility and determine the performance of employees based on those sounds,” the retail behemoth wrote in its patent application called “Listening to the Frontend”.
The technology may never be built or implemented – it is only a patent – but provides yet another example of the ways employers are using technology to more closely monitor employee behaviour and collect vast amounts of data to manage them.
Earlier this year, Amazon won patents for a wristband that would verify whether warehouse workers are correctly processing items and setting off vibrations to guide workers’ hands to the right bin, reported GeekWire. UPS already uses sensors to track things like whether seat belts are being worn and the opening and closing of doors on its delivery trucks, said ABC News.
Technology even exists that allows companies to track workplace keyboards to see how fast employees are typing, said Brian Kropp, group vice-president of Gartner’s human resources practice, as well as place sensors in workers’ chairs to track how much they’re not sitting at their desks.
“But is that because they’re going and talking and to their colleagues or because they’re going out to take a smoke break?” Kropp said. While the tools for collecting more and more data are increasingly available, he said, for the most part, “the models to turn that data into knowledge are not there”.
Walmart did not immediately respond to emails for a comment or more information about the patent, but said in a statement to BuzzFeed that “we’re always thinking about new concepts and ways that will help us further enhance how we serve customers, but we don’t have any further details to share on these patents at this time”.
In its patent, Walmart indicated the concept was designed as a possible efficiency hack that could help decrease store costs and boost guest satisfaction, writing that “one way to track performance metrics for employees is the use of a system including sound sensors near point of sale (POS) terminals.” The system could “correlate the audio data with an employee stationed at the terminal, and determine a performance metric for the employee”.
The patent’s focus on data-driven efficiency fits with “the next frontier” for retailers, said Neil Stern, senior partner at the retail consultancy McMillanDoolittle. – The Washington Post/African News Agency (ANA)