Amazon utilized remote workers from India to operate its ‘Just Walk Out’ AI technology in stores.

Initially praised for its innovative use of AI and sensor technology, Amazon’s ‘Just Walk Out’ technology aimed to revolutionize the shopping experience by eliminating checkout lines. However, a recent report by The Information has uncovered that the system heavily depended on manual labor, specifically from low-wage workers in India, rather than solely on AI.

The Human Element: Outsourcing to Indian Workers

Introduced in 2018, the “Just Walk Out” system allowed customers to come into Amazon Fresh stores, pick up the products they wanted to buy, and leave without the need to go to checkout. The purpose of the technology was to monitor customers’ choices with the help of a network of cameras and sensors throughout the store. However, instead of relying solely on this advanced technology, Amazon employed more than 1,000 employees in India to manually track customer purchases.

The task of the outsourced employees was to monitor the customers’ movements in the stores remotely and collect information about the products they selected. This practice raised concerns about underemployment and exploitation of low-wage labor in India, as the company chose to outsource these tasks instead of investing in local employment opportunities.

In addition, the report highlighted significant inefficiencies in the process, with outsourced workers taking hours to collect the data needed to generate receipts for customers. As a result, Amazon has decided to phase out the “Just Walk Out” technology from its Amazon Fresh stores, citing its increasingly time-consuming nature.

Instead, Amazon plans to introduce smart carts that allow customers to bypass traditional checkout lines and at the same time offer real-time visibility into their spending. According to Amazon spokeswoman Carly Golden, this change is intended to address customer feedback and provide convenience for skipping checkout lines while ensuring transparency of receipts and savings.

While Amazon’s “Just Walk Out” technology may have promised a futuristic shopping experience, its reliance on manual labor highlights the challenges and limitations of fully automated solutions. As retail continues to evolve, finding a balance between technological innovation and ethical work practices remains a pressing concern for industry leaders like Amazon.