Walmart employees said that the Everseen AI, whose technology was introduced in stores in 2017, does not work. Walmart uses Everseen in thousands of stores to prevent theft at checkout counters and self-service kiosks. But employees are confident that he mistakenly defines ordinary behavior as theft and is often unable to stop actual cases of theft. One store employee said that they call this technology Neverseen because they are constantly mistaken (WIRED spoke to them on condition of anonymity).
Walmart continued to use Everseen, although company employees were confident that this technology was inefficient. They decided to speak to the media after the AI began to use it to analyze video materials from CCTV cameras in hundreds of stores. Employees noted that because of this, each of them has to deal with “dozens of false AI calls in one shift”.
Employees believe that the algorithm misinterprets the usual behavior of customers. Due to additional proceedings in stores, long lines arise, and customers remain dissatisfied. “This AI looks like a fake. It is needed only for the illusion of security, although in reality nothing helps us, ”said one of the employees.
The coronavirus pandemic has made the problem even more urgent. One of the employees said that frequent AI errors lead to the fact that they have to contact with customers even more often and violate social distance. They require disabling Everseen at least for the duration of the spread of the coronavirus.