Walmart, is seeking ways to identify whether a customer is unhappy or dissatisfied, and then sending staff in to deal with them before they are able to register a complaint. Walmart is using video cameras at store checkout lines that monitor customers’ facial expressions and movements to try and identify varying levels of dissatisfaction, according to a patent filing. According to their patent filing,Walmart will not only use the data to address immediate staffing needs. It will also use the technology to analyze trends in shoppers’ purchase behavior over time.
If the system detects an unhappy customer, it will ping employees in other parts of the store and order them to report to a checkout register, in the hopes of alleviating shoppers’ distress. Walmart is hoping that the technology will enable stores to respond more efficiently to customer service issues before shoppers have a chance to complain.