Swisscom tracks interactions in shops with cameras, microphones, and lots of AI

▤ Summary

Swisscom is piloting a new AI system called Kira in three shops to analyze customer-staff interactions. The setup uses sensors, microphones, and anonymized transcripts to measure waiting times, service duration, and consultation quality. Swisscom wants to use the results to optimize store processes and improve product recommendations by employees. The data protection authority says such tracking can be compliant if it follows privacy rules and data minimization requirements. The rollout could expand to more shops later this year if customers accept the system.

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