Mini drones, underground delivery system, flying and underwater warehouses – these are just few of Amazon’s most ambitious patents. Yeah, Jeff Bezos truly reigns as the King of crazy, possibly brilliant ideas, and it’s already threatening its competitors.
In a bid to keep up with Amazon, Walmart filed a kind of creepy patent that aims to improve its customer service (and keep the customers they already have).
According to the patent report, a facial recognition technology system will be used to read customers’ facial expressions and body movements to detect happiness and unhappiness (Seriously? I don’t think that a person’s facial expression is a legit way to gauge positive or negative emotions.)
The biometric data will then be fed into a computer for analysis – to identify the possible problems encountered and for the customer service to adjust accordingly, as well as analyze what people are purchasing.
“Often, if customer service is inadequate, this fact will not appear in data available to management until many customers have been lost. With so much competition, a customer will often simply go elsewhere rather than take the time to make a complaint. The systems and methods disclosed herein provide an improved approach for characterizing customer dissatisfaction and adjusting staffing levels appropriately.”
This really sends a vibe that Walmart is feeling the pressure of Amazon weighing down on them, hence taking on extreme measures like stalking its customers. I really find this whole facial recognition-thing with a biometric data stored in Walmart’s system creepy. But for now it’s just a patent, Walmart may not even push through with this idea.