Amazon taps remote workers from India to power ‘Just Walk Out’ AI technology for its stores

Amazon’s “Just Walk Out” technology, which eliminates the need to queue at checkout and promises a seamless shopping experience, was initially hailed as a breakthrough innovation that leverages advanced artificial intelligence and sensor technology. However, a recent report by The Information revealed that behind the scenes, the system relies heavily on manual labor, especially low-wage workers in India, rather than purely on artificial intelligence.

The Human Factor: Outsourcing to Indian Workers

Launched in 2018, the “Just Walk Out” system allows customers to enter an Amazon Fresh store, pick up the items they want to purchase, and leave without checking out. The technology is said to track customers’ choices using a network of cameras and sensors throughout the store. However, instead of relying solely on this advanced technology, Amazon reportedly employs more than 1,000 employees in India to manually track customer purchases.

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These outsourced workers are tasked with remotely monitoring customers’ movements in stores and compiling data on selected items. The practice has raised concerns about job losses and the exploitation of low-wage labor in India, as the company chooses to outsource these tasks rather than invest in local jobs.

Additionally, the report highlights significant inefficiencies in the process, with outsourcers spending hours compiling the data needed to generate receipts for customers. As a result, Amazon has decided to phase out its “Just Walk Out” technology from its Amazon Fresh stores, citing the technology’s growing time-consuming nature.

Amazon plans to replace it with smart shopping carts that would allow customers to bypass traditional checkout lines while also gaining real-time visibility into their spending. Amazon spokesperson Carly Golden said the shift is designed to address customer feedback and provide the convenience of skipping checkout lines while ensuring transparency about receipts and savings.

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

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