bodyType

customContents

entityId

printArticlePageQuery

filter

article

body

urlAlias

articleSectionsContent

articleSeoArticle

articleSourceHeaderArticle

contentSchemaRenderContent

contentSubHeadlineContent

contentHeadlineContent

mainImagePrintArticleArticle

authorBlockPrintArticleArticle

contentSponsorTagContent

articlePianoPaywallContent

scmpYoutubeContent

hooksTrackPageViewArticle

query printArticlePageQuery(
  $entityId: String!
  $customContents: [CustomContentInput]
  $bodyType: BodyFormatTypeEnum
) {
  article(filter: {entityId: $entityId}) {
    entityId
    body(customContents: $customContents, type: $bodyType) {
      json
    }
    urlAlias
    ...articleSectionsContent
    ...articleSeoArticle_3o8td4
    ...articleSourceHeaderArticle
    ...contentSchemaRenderContent
    ...contentSubHeadlineContent
    ...contentHeadlineContent
    ...mainImagePrintArticleArticle
    ...authorBlockPrintArticleArticle
    ...contentSponsorTagContent
    ...articlePianoPaywallContent
    ...scmpYoutubeContent
    ...hooksTrackPageViewArticle
    id
  }
}

fragment articlePianoPaywallContent on Content {
  __isContent: __typename
  ...hooksPaywallPromiseContent
}

fragment articleSectionsContent on Content {
  __isContent: __typename
  sectionsV2 {
    value {
      __typename
      ... on Section {
        name
        published
      }
      ... on VideoSection {
        name
        published
      }
      ...helpersCheckIfNewsSectionInFirstIndexSection
      ...entityLink
      ... on Node {
        __isNode: __typename
        id
      }
    }
  }
}

fragment articleSeoArticle_3o8td4 on Article {
  ...hooksArticleSeoArticle
  ...helpersGetArticleTypeArticle
  entityId
  publishedDate
  updatedDate
  summary {
    text
  }
  subHeadline {
    text
  }
  body(customContents: $customContents, type: $bodyType) {
    text
  }
  keywords
  sectionsV2 {
    value {
      __typename
      ... on Section {
        name
      }
      ... on Node {
        __isNode: __typename
        id
      }
    }
  }
  topics {
    name
    entityId
    id
  }
  urlAlias
  authors {
    name
    id
  }
  images {
    style(filter: {style: "768x768"}) {
      url
    }
  }
  readingTime
}

fragment articleSourceHeaderArticle on Article {
  urlAlias
  ...entityLink
}

fragment authorBlockPrintArticleArticle on Article {
  ...defaultArticleDateContent
  ...authorNamesArticle
}

fragment authorNameAuthor on Author {
  ...entityLink
  name
  entityUuid
}

fragment authorNamesArticle on Article {
  authorLocations
  authors {
    entityId
    location
    ...authorNameAuthor
    id
  }
}

fragment blockquoteQuoteContent on Content {
  __isContent: __typename
  ...contentShareWidgetContent
}

fragment checkersCheckContentContainsStarlingImageContent on Content {
  __isContent: __typename
  topics {
    entityId
    id
  }
}

fragment contentHeadlineContent on Content {
  __isContent: __typename
  headline
  socialHeadline
  ...contentHeadlineTagContent
  ...helpersUseContentSponsorContent
}

fragment contentHeadlineTagContent on Content {
  __isContent: __typename
  ...hooksContentHeadlineTagContent
}

fragment contentNewsletterWidgetContent on Content {
  __isContent: __typename
  topics {
    relatedNewsletters {
      ...helpersMassageToNewsletterItemNewsletter
      id
    }
    id
  }
  sectionsV2 {
    value {
      __typename
      ... on Section {
        relatedNewsletters {
          ...helpersMassageToNewsletterItemNewsletter
          id
        }
      }
      ... on Node {
        __isNode: __typename
        id
      }
    }
  }
  ... on Article {
    relatedNewsletters {
      ...helpersMassageToNewsletterItemNewsletter
      id
    }
  }
}

fragment contentSchemaRenderContent on Content {
  __isContent: __typename
  ...blockquoteQuoteContent
  ...hooksInlinePlusWidgetContent
  ...imageContent
  ...inlineWidgetContent
  ...photoGalleryWidgetContent
  ...scmpYoutubeContent
}

fragment contentShareWidgetContent on Content {
  __isContent: __typename
  __typename
  entityId
  urlAlias
  shortUrl
  socialHeadline
  headline
  ... on Video {
    youtubeId
  }
}

fragment contentSponsorTagContent on Content {
  __isContent: __typename
  ...helpersUseContentSponsorContent
}

fragment contentSubHeadlineContent on Content {
  __isContent: __typename
  subHeadline {
    json
  }
  summary {
    json
  }
  ...contentSchemaRenderContent
}

fragment defaultArticleDateContent on Content {
  __isContent: __typename
  ...hooksArticleDateUtilsContent
}

fragment entityLink on BaseWithApplicationAndUrlAlias {
  __isBaseWithApplicationAndUrlAlias: __typename
  __typename
  entityId
  entityUuid
  urlAlias
  urlRedirect {
    toUrl
    id
  }
  application {
    entityId
    id
  }
  ... on Section {
    fullSectionPath {
      entityId
      id
    }
    parentSection
  }
  ...helpersAppBarVariantBase
  ...helpersApplicationBase
  ...helpersCheckIsPlusArticle
  ...helpersStyleSectionContent
}

fragment helpersAppBarVariantBase on BaseWithApplicationAndUrlAlias {
  __isBaseWithApplicationAndUrlAlias: __typename
  ...helpersCheckIsLiveArticle
  ...helpersCheckIsPlusPage
  ...helpersCheckIsPostMagazineArticle
  ...helpersCheckIsStyleArticle
  ...helpersSectionContent
  ...helpersStyleSectionContent
}

fragment helpersApplicationBase on BaseWithApplicationAndUrlAlias {
  __isBaseWithApplicationAndUrlAlias: __typename
  ...helpersCheckIsPlusPage
}

fragment helpersCheckIfNewsSectionInFirstIndexSection on SectionUnion {
  __isSectionUnion: __typename
  ... on Section {
    name
  }
  ... on VideoSection {
    name
  }
}

fragment helpersCheckIsAmpEnabledArticle on Article {
  entityId
  types {
    value {
      entityId
      id
    }
  }
  sectionsV2 {
    value {
      __typename
      ... on Section {
        entityId
      }
      ... on Node {
        __isNode: __typename
        id
      }
    }
  }
  disableOffPlatformContent
  sponsorType
  published
  ...helpersCheckIsPlusArticle
}

fragment helpersCheckIsLiveArticle on Article {
  flattenTypeIds
  liveArticle {
    status
    id
  }
}

fragment helpersCheckIsMainTopicContent on Content {
  __isContent: __typename
  topics {
    entityId
    id
  }
}

fragment helpersCheckIsPlusArticle on Content {
  __isContent: __typename
  ... on Article {
    paywallTypes {
      entityUuid
      id
    }
  }
}

fragment helpersCheckIsPlusPage on Page {
  urlAlias
}

fragment helpersCheckIsPostMagazineArticle on Content {
  __isContent: __typename
  sectionsV2 {
    value {
      __typename
      ... on Section {
        entityId
      }
      ... on Node {
        __isNode: __typename
        id
      }
    }
  }
}

fragment helpersCheckIsStyleArticle on Content {
  __isContent: __typename
  sectionsV2 {
    value {
      __typename
      ... on Section {
        entityId
      }
      ... on VideoSection {
        entityId
      }
      ... on Node {
        __isNode: __typename
        id
      }
    }
  }
}

fragment helpersGetArticleTypeArticle on Content {
  __isContent: __typename
  ... on Article {
    types {
      value {
        entityId
        id
      }
    }
  }
}

fragment helpersMassageToNewsletterItemNewsletter on Newsletter {
  entityId
  name
  alternativeName
  description {
    text
  }
  summary {
    text
  }
  homepageDescription {
    text
  }
}

fragment helpersSanitizeArticleTypeEntityIdsArticle on Article {
  types {
    value {
      entityId
      id
    }
  }
}

fragment helpersSanitizeAuthorTypesArticle on Article {
  authors {
    types
    id
  }
}

fragment helpersSanitizedAuthorEntityIdsArticle on Article {
  authors {
    entityId
    id
  }
}

fragment helpersSectionContent on Section {
  fullSectionPath {
    entityId
    id
  }
}

fragment helpersStyleSectionContent on Section {
  fullSectionPath {
    entityId
    id
  }
}

fragment helpersUseContentSponsorContent on Content {
  __isContent: __typename
  topics {
    entityId
    sponsor {
      ...sponsorTagSponsor
      name
      type
      id
    }
    id
  }
  ... on Article {
    sponsorType
  }
  ...helpersCheckIsMainTopicContent
}

fragment hooksArticleDateUtilsContent on Content {
  __isContent: __typename
  createdDate
  publishedDate
  updatedDate
}

fragment hooksArticleSeoArticle on Article {
  ...helpersCheckIsPostMagazineArticle
  ...helpersCheckIsStyleArticle
  ...hooksContentHeadlineTagContent
  ...helpersCheckIsAmpEnabledArticle
  entityId
  headline
  socialHeadline
  types {
    value {
      entityId
      id
    }
  }
  authors {
    entityId
    id
  }
  images {
    generic_og: style(filter: {style: "og_image_scmp_generic"}) {
      url
    }
    styles(filter: {styles: ["og_postmag", "og_image_style", "og_image_scmp_analysis", "og_image_scmp_explainer", "og_image_scmp_editorial", "og_image_scmp_fact_check", "og_image_scmp_debate", "og_image_scmp_live", "og_image_scmp_obituary", "og_image_scmp_opinion", "og_image_scmp_review", "og_image_scmp_series", "og_image_scmp_generic"]}) {
      url
      style
    }
    type
  }
  urlAlias
}

fragment hooksContentHeadlineTagContent on Content {
  __isContent: __typename
  __typename
  ... on Article {
    types {
      value {
        name
        entityId
        description {
          text
        }
        id
      }
    }
    ...helpersCheckIsStyleArticle
  }
  flag
  sectionsV2 {
    value {
      __typename
      ... on Section {
        name
      }
      ... on VideoSection {
        name
      }
      ... on Node {
        __isNode: __typename
        id
      }
    }
  }
  ...hooksContentHelperContent
}

fragment hooksContentHelperContent on Content {
  __isContent: __typename
  ...helpersSanitizeArticleTypeEntityIdsArticle
  ...helpersSanitizeAuthorTypesArticle
  ...helpersSanitizedAuthorEntityIdsArticle
  flag
}

fragment hooksInlinePlusWidgetContent on Content {
  __isContent: __typename
  topics {
    entityId
    id
  }
}

fragment hooksPaywallPromiseContent on Content {
  __isContent: __typename
  entityId
}

fragment hooksTrackPageViewArticle on Content {
  __isContent: __typename
  entityId
  publishedDate
  headline
  sectionsV2 {
    value {
      __typename
      ... on Section {
        name
      }
      ... on Node {
        __isNode: __typename
        id
      }
    }
  }
  urlAlias
  authors {
    name
    id
  }
  entityUuid
}

fragment imageContent on Content {
  __isContent: __typename
  headline
  ...checkersCheckContentContainsStarlingImageContent
}

fragment inlineWidgetContent on Content {
  __isContent: __typename
  ...contentNewsletterWidgetContent
}

fragment mainImagePrintArticleArticle on Article {
  images {
    title
    url
    isSlideshow
    size_652x446: style(filter: {style: "652x446"}) {
      url
    }
  }
}

fragment photoGalleryDialogContent on Content {
  __isContent: __typename
  __typename
  ...contentShareWidgetContent
}

fragment photoGalleryWidgetContent on Content {
  __isContent: __typename
  ...photoGalleryDialogContent
}

fragment scmpYoutubeContent on Content {
  __isContent: __typename
  entityId
  urlAlias
  publishedDate
}

fragment sponsorTagSponsor on Sponsor {
  name
  type
  images {
    url
  }
}


types

sectionsV2

disableOffPlatformContent

sponsorType

published

headline

socialHeadline

authors

images

publishedDate

updatedDate

summary

subHeadline

keywords

topics

readingTime

authorLocations

Fran Lu

Japanese supermarket chain AEON has adopted an artificial intelligence (AI) system to assess and standardise its employees’ smiles, renewing the debate about workplace harassment.
On July 1, the national brand announced it had become the world’s first company to promote a smile-gauging AI system, which it is using across its 240 shops around the country.
Called “Mr Smile”, it was developed by the Japanese technology company InstaVR and is said to be able to accurately rate a shop assistant’s service attitude.
The system draws on more than 450 elements including facial expressions, voice volume and tone of greetings.
It has also been designed with “game” elements that invite staff to improve their attitude by challenging their scores.
AEON said it ran a trial of the system in eight stores with about 3,400 staff members, and found service attitude improved by up to 1.6 times over a period of three months.

The company said its goal was to “standardise staff members’ smiles and satisfy customers to the maximum”.
The policy has sparked concerns over whether the AI system increases workplace harassment, especially from customers – a serious issue in Japan.
Known as “kasu-hara”, customer harassment comes in the shape of abusive language and repetitive complaints.
This year, nearly half of the 30,000 staff surveyed, who work in the service industry and other sectors, reported experiencing customer harassment to Japan’s biggest union, UA Zensen.
“When the service industry workers are forced to smile according to a ‘standard’, it looks to me like another form of customer harassment,” one respondent said.
“Smiles should be a beautiful, heartfelt thing, and not be treated like a product,” another said.
“People are different, and they also express their affections differently. Using a machine to ‘standardise’ people’s attitude sounds cold and silly,” said a third.
The strategy has been compared to one launched by McDonald’s in Japan, called “Smile zero yen”.

The fast food chain’s Japanese branch has had “Smile” written on its menus since the 1980s, which it prices as “0 yen” to highlight that it costs nothing to greet customers with a smile.
The idea has been increasingly questioned in recent years because it is seen as adding a burden on the employees who get the lowest hourly rate of pay in the country.
After Japan’s Ministry of Health, Labour and Welfare published a manual of instructions against customer harassment in 2022, more companies were urged to maintain service standards without sacrificing the well-being of staff.
Recently, news that a supermarket in Japan’s Fukuoka prefecture, on the northern shore of Japan’s Kyushu Island, had implemented an extra-slow checkout counter, where customers can spend up to 20 minutes checking out without feeling pressured, was well received.
The measure was intended to show consideration for elderly and disabled customers. Yet, despite having fewer customers passing through the checkout, sales increased by 10 per cent, according to Asahi TV.


Japan supermarket chain uses AI to gauge staff smiles, speech tones in quality service push

A Japanese supermarket chain has employed artificial intelligence to measure the performance of its staff. Photo: SCMP composite/Shutterstock/aeonretail.jp

The artificial intelligence system measures facial expressions and voice patterns. Photo: Shutterstock

AEON bosses say the new system aims to boost customer service. Photo: Shutterstock

News

People & Culture

AEON is world’s first company to use AI to measure attitudes of customer-facing employees


A supermarket chain in Japan has adopted an artificial intelligence system that draws on more than 450 elements, including facial expressions and voice volume to measure the attitudes of customer-facing staff.


Viral stories

Japan

Artificial intelligence

Japan supermarket chain uses AI to gauge staff smiles, speech tones in quality service push

.css-1mniedq{color:inherit;font-weight:inherit;font-size:inherit;font-family:inherit;line-height:inherit;}AEON is world’s first company to use AI to measure attitudes of customer-facing employees

AEON is world’s first company to use AI to measure attitudes of customer-facing employees