Japanese retail giant AEON has recently introduced a new technology—the AI Smile Monitoring System, aimed at enhancing employee service quality. Developed by Japanese tech company InstaVR, the system, known as "Mr Smile," evaluates service attitude by analyzing over 450 factors including facial expressions, voice volume, and tone. AEON is rolling out this system across its 240 stores in Japan, with plans to standardize employee smiles through this technology to boost customer satisfaction.
The system operates much like a game, encouraging employees to challenge themselves for higher scores, thereby improving their service attitude. AEON reports significant results after a three-month trial involving 3,400 employees across eight stores, with service attitude improving by 1.6 times. The aim of this initiative is to enhance customer experience and standardize employee service behaviors.
However, this technology has sparked controversy. Many are concerned that mandatory smiling could exacerbate customer harassment issues, especially given the prevalent strict demands customers place on service staff in Japan. A survey by Japan's largest union, UA Zensen, shows that nearly half of service industry employees have experienced customer harassment. Some argue that smiles should be natural, not standardized by machines.
Moreover, AEON's approach has drawn comparisons. McDonald's Japan introduced the concept of "free smiles" back in the 1980s, emphasizing that smiles cost nothing. However, over time, this practice has been criticized for increasing employee burdens. Recently, a supermarket in Fukuoka Prefecture introduced a slow checkout lane, allowing customers more time at the register, which has received positive feedback and led to increased sales.
Key Points:
📈 **AI Smile Monitoring System**: AEON's "Mr Smile" system evaluates employee smiles and service attitudes through the analysis of over 450 factors, aiming to enhance customer experience.
🔍 **Controversy and Concerns**: This technology raises concerns about potential increases in customer harassment, with some arguing that forced smiles may intensify customer criticism of staff.
💡 **Industry Comparisons**: While AEON's approach is similar to McDonald's "free smiles" concept, it also faces criticism for increasing employee burdens. In contrast, Fukuoka's slow checkout lane has received positive reviews.