Bruce66423 shares a report from The Guardian: Sainsbury's has paused the use of AI face scanning in one of its stores after a customer was wrongly identified as a shoplifter and ejected from the shop. "I was embarrassed, mortified even, and felt quite humiliated and powerless," Matt Arnold, 46, said of his ordeal. The comedy promoter was buying supplies in the store in East Dulwich, in south-east London, for a standup event at Dulwich Hamlet football club when, after scanning his items and a Nectar card, he was approached by two managers who told him he could not be served owing to an earlier incident. He was then asked to leave and they tried to escort him from the store.
As he left, he saw an overhead CCTV monitor alert with a red circle surrounding his face. He asked the shop staff to keep his shopping in the trolley so his friend could come and pick up the supplies for the comedy night happening soon next door. "I think they were quite confused by this, understandably, but agreed and my colleague Dave went in to pay for and pick up the shop about five minutes later. There was no pause for thought from the staff, no suggestion that they understood this is not how a shoplifter would behave. Just blindly following the machine's orders." Sainsbury's head office apologised to Arnold the next day and has paused use of its AI-assisted Facewatch technology in the store while an investigation takes place. Arnold says the facial recognition tech should be paused in all stores. "Anyone could be falsely accused and at some point that will be someone vulnerable, someone with mental health issues like anxiety. It's inevitable," said Arnold. "Also, I would worry about the confidence-destroying effect of it happening to a younger person or someone less willing or able to stand up for themselves as I have done."
A Sainsbury's spokesperson said: "We have contacted Mr Arnold to apologise for his experience at our Dulwich superstore. The incident was caused by human error, not the facial recognition technology. Customers can be reassured that the Facewatch system has a 99.98% accuracy rate, and every match is reviewed by a trained manager." A Facewatch spokesperson said their technology was not at fault in this case. "A correct alert was sent to the retailer, but was subsequently subject to human error in the way it was handled in store," they said.
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