Microphones and sensors to analyze employees and customers in Swisscom stores, a shift deemed risky by specialists

Swisscom, a telecommunications operator where the Swiss Confederation holds a 51% stake, is set to implement a controversial new system in three of its stores. Dubbed 'KIRA', the technology involves microphones and motion sensors, powered by artificial intelligence, designed to closely track both customers and employees. The operator claims these tools will enhance service quality.

The pilot program will be rolled out in stores located in Aarau, Bern, and Lausanne. While Swisscom has previously used sensors to measure customer footfall, the 'KIRA' system represents a significant escalation. It is designed to detect the moment a customer makes eye contact with an employee. From that point, microphones will record their subsequent exchange. Swisscom intends to use these recordings to analyze the reasons for customer visits and evaluate the quality of advice provided by staff, ensuring they recommend appropriate products and explain them clearly.

This initiative has drawn criticism from specialists who view it as a potentially risky step towards increased surveillance. The use of AI to monitor interactions, even with the stated aim of improving customer service and employee performance, raises significant privacy concerns. While Swisscom asserts that the technology will operate within legal boundaries, the broader implications of such pervasive monitoring are being questioned.

The move by Swisscom mirrors a global trend where companies are increasingly adopting advanced technologies to boost productivity and efficiency. However, the ethical considerations and potential for a 'surveillance society' are becoming more pronounced. The debate centers on whether the benefits of enhanced service and performance justify the deep intrusion into private conversations and employee activities.

“

A system called 'KIRA' will be able to detect an initial visual contact between a customer and an employee. From this moment, microphones will record their exchange.