Kroger's is using AI on self checkout. It's showing videos of YOU while you're checking out ON THE SCREEN IN FRONT OF YOU. Kroger's thinks YOU are a thief.

 Thursday - afternoon

@krogers

#krogers

Let's just jump to what just happened maybe 20 minutes ago.  You see, I went to Kroger's to get some stuff for dinner tonight.  I was at the newest self-service area. They had the first one forever, now they have expanded to another one, it's not the same area, it's next to it.  I knew they were taking video of people doing their transactions.  That only makes sense.  People inclined to shoplift can easily get away with stealing if there isn't not only employees standing there -which in this place usually is always busy with something else - but cameras. 

What I didn't expect?  It is apparently an AI run system.  I was trying to pay the bill, I was done checking things, when I video from the camera above me was displayed on the checkout screen in front of me, apparently attempting to tell me that I was trying to steal?  Get away with something? 

It really took me by surprise, for I haven't read about this anywhere and I had no idea they were doing this.  It also set me off, badly I must admit.  I didn't have to call an employee over there, the thing called it over there for me. Yea, that set me off even more.  

She got over there and I asked her straight off: Is this thing accusing me of stealing? Why is this screen showing a video of me scanning an item?  Does this grocery normally accuse people of shoplifting through an AI system?  "I can call a manager if you want me to". Yes, yes, please do. 

The manager came over and I asked her the same questions. When we got to the part about "is it accusing me of stealing?", she replied: "Not necessarily".  I pressed her, so it does  think I am stealing?  The employee standing there started arguing with me. "They've always had that here!". No, no they have not. Yes, yes they have.  I gave her a glare, I'm not going to argue with you, this store has not always had this here.  Back to the manager, so you are telling me that you are taking video of people doing their checkout and then showing that person a video of themselves, accusing the person of stealing?

She wouldn't look me in the eye and she acted like it's totally normal to be treated in this manner.

I just said enough, I've had enough.  She told me that also it can do that if there is an issue with any of the items you have scanned. "Well there was no issue. Nothing came back saying it was wrong or too much on the scaled shelves to hold your scanned groceries".  Please just go away.  I went over to the service desk afterwards and asked for the number for the district manager.  She called "them" over, which I said, no, I don't want to talk to them. 

Another guy came over, I explained the entire situation and he agreed it was not good. Whether he actually meant that or not? Who knows.  I have never seen him talking to anyone that way, he's always cheerful so I kind of  took him at his word. I then asked how long those 2 over there had been working here? I have never seen them here before.  The associate manager has been here a week and the other a few weeks.  

Totally figures.  I have been going to that store for 10 years and have never had any kind of encounter from anyone working there like that. Not that bad anyway. 

Sure enough. I just did a Google search of Krogers using AI at self checkout to catch shoplifters".  Oh, there's a plethora of articles including people who have been on the receiving end of the AI abuse such as I just experienced.  That's a good way to lose customers.  I mean, paying customers, not thieves, people who have morals and don't believe stealing is any kind of option.  

Yeah, there is Super 1, Cash Savers and Walmart in town. I have been going to Super 1 a lot more than any of them lately, I'll be thinking long and hard about going back to Kroger's - ever  again - after this experience.