Walmart recently obtained a patent for a surveillance system that would use a series of sensors placed around the checkout area to monitor audio data. This data includes beeps, the sound of bags rustling, and conversations between shoppers and associates. The patent’s text suggests that the intended use would be tracking performance metrics for employees to ensure that the employees are performing their jobs efficiently. The technology could give the retailer a clearer view of how to streamline the customer experience. If Walmart decides to implement the new surveillance system, it will be able to closely monitor several metrics that could help it boost performance. The system would be able to track the distance of customer voices from the register and would allow it to determine how long the line at a register is, how quickly shoppers are being checked out, and whether more registers need to be opened to decrease congestion. Most significantly, Walmart could also review guest-employee interactions to make sure that associates are satisfying customer needs. While the results of this data may boost efficiency and customer satisfaction, could it also deter potential employees from applying for fear of “big brother”?
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