Investigation Uncovers Reliance on Low-Paid Indian Workers for Tracking Customers in Amazon Fresh Stores
A recent report has shed light on Amazon’s utilization of remote cashiers based in India for tracking customer purchases in its ‘Just Walk Out’ technology implemented in Amazon Fresh stores. Contrary to the company’s claims of employing advanced AI and technology, it was revealed that human labor played a significant role in monitoring customer activities within the stores.
Introduced in 2018, the ‘Just Walk Out’ system allowed customers to enter stores, select their desired items, and leave without going through the traditional checkout process, as receipts would be generated later.
According to The Information, despite Amazon’s assertions of using a network of cameras and sensors to monitor customer movements, the company relied heavily on hundreds of Indian workers to manually track customer purchases instead of relying solely on AI and technology.
Key points highlighted in the report include:
- Amazon employed remote cashiers in India to monitor customer purchases and ensure items were accounted for as customers exited the stores.
- The outsourcing of cashier tasks to India impacted over 1,000 workers, indicating a significant reliance on human labor over technological solutions.
- The use of low-paid workers in India raised concerns about undercutting local job opportunities.
In response to the report, Amazon has announced its decision to discontinue the ‘Just Walk Out’ technology in Amazon Fresh stores, citing issues with efficiency and time consumption. Instead, the company will introduce smart carts, allowing customers to skip the checkout line while providing real-time visibility of their spending.
Amazon spokesperson Carly Golden emphasized that the transition to smart carts aims to address customer feedback, offering both the convenience of skipping checkout lines and the ability to view receipts and savings in real-time.
As the revelation unfolds, it raises questions about the ethical implications of outsourcing labor and the extent to which technological advancements are truly driving innovation in retail environments.
