How AI Is Being Used by Walmart, Delta, and Starbucks to Track Employee Messages

Paresh Jadhav

11 months ago

Companies are turning to artificial intelligence (AI) to streamline tasks that once consumed much of the managers’ time – like analyzing multiple factors to identify an ideal employee schedule.

Aware is a seven-year-old startup hired by companies such as Walmart, Delta Air Traces, T-Mobile and Chevron to video record chatter among ranks and files. Their analytics tool detects toxic responses as well as noncompliance issues like nudity or sexual misconduct.

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Aware’s AI monitors employee messages

Companies reliant on 24/7 uptime and reliability require monitoring employee messages as a critical way to keep workers productive and available to customers. Yet their use can create an atmosphere of suspicion. According to a recent report by UK’s Culture Media and Sport Committee, any employee monitoring should take place only with consultation of and consent from those being observed.

HR leaders can avoid creating an atmosphere of distrust by including employees in the design process of technology and making sure it’s used ethically, making employees feel like their opinions matter and their privacy is respected. By engaging employees directly, they will increase likelihood that employees accept and embrace Artificial Intelligence – especially if they understand its benefits to their jobs and overall job satisfaction increases; further reducing risks related to toxic customer experiences which drive employees away.

Walmart Delta’s AI monitors employee messages

Walmart is taking steps to lower costs and better manage physical store operations with digitization on its frontline. They use cameras and sensors to determine if bruised bananas need replacing with fresh ones or additional cash registers need opening before lines become too long.

Walmart has also begun testing out generative Artificial Intelligence which allows employees to use computer programs to write documents or summarize large documents, according to CIO Dive. Walmart believes this can save workers time while helping them focus more on providing customer and member experiences rather than routine tasks.

The company also announced a new feature allowing customers to request items, add them to carts, and schedule pickup or delivery through text conversations with them. Using natural language understanding (NLU), they’ll be able to distinguish between products while understanding customer nuances and intent. Now available only to customers with SkyMiles-branded credit cards from the company.

Starbucks’ AI monitors employee messages

Starbucks is taking steps to use artificial intelligence to both improve customer experiences and internal operations. Starbucks utilizes their Atlas platform to identify employee influencers and collaborate on creating a library of approved messages that can quickly be deployed across social media and emails.

Atlas uses data to enhance and expand its services, including adding food into grocery stores and identifying product availability by region. When considering potential store locations, Atlas evaluates accessibility to existing Starbucks locations as well as local traffic patterns to ensure optimal success.

Starbucks is also using AI to personalize their mobile app, including personalized suggestions for pairing or adding items during checkout. Their mobile order and payment features have increased transaction volume by more than 20% during peak hours, and an AI solution from PreciTaste will track inventory levels and notify staff when it’s time to restock the pizza oven, thus cutting delivery times down significantly.

Mindful’s AI monitors employee messages

As AI tools become more ubiquitous in the workplace, internal communication professionals should evaluate their potential impact on employees. This involves conducting bias audits to ensure that Artificial Intelligence tools do not disproportionately screen out certain individuals (such as people of color or women) or violate other protections such as Title VII.

US labor unions have advocated for worker protections as new technologies emerge – for example, Communications Workers Union has secured requirements that companies notify workers when their calls are being recorded and only use recorded calls for training purposes rather than evaluation or discipline of employees. Germany’s laws mandate consultations between companies and works councils when adopting technological changes.

Mindful’s analytics AI monitors chatter on Slack and other corporate messaging apps to generate an organization social graph, showing which groups interact more often within an organization, according to its corporate statement. Furthermore, its type of Artificial Intelligence model may also help make inferences from combined data sets like guessing personal identifiers based on language context slang terms or other factors – according to research.