Morrisons is rolling out AI tech across self-checkouts at 200 stores that detects if shoppers are failing to scan items and “gently prompts” them to correct their mistake.
The supermarket will be deploying technology from Irish company Everseen, following a successful trial.
The tech involves an overhead camera and computer vision that identifies when a shopper fails to scan an item, or enters a product on the self-checkout touchscreen incorrectly.
Once the system has detected a mis-scan, a video pops up on screen showing a playback of the shopper’s error, and asks them to try again. A second failed scan prompts an alert to store staff to intervene.
“Our new partnership with Everseen enables us to provide the fast and seamless checkout experience our customers want, while simultaneously equipping our colleagues to maintain the exceptional service that Morrisons is known for,” said Francesca Bezoari, store support office director at Morrisons.
Everseen’s tech was being used by 11 of the top 20 global retailers – including Kroger, Woolworths Australia, and Meijer – the company said, deployed across more than 150,000 checkouts and 10,000 stores globally.
“Morrisons recognise that the best AI solutions deliver measurable results without compromising the customer experience,” said Joe White, CEO of Everseen. “Our Vision AI platform enables Morrisons to improve its satisfaction scores, proving that operational performance and customer service aren’t competing priorities.”
In June, the largest ever study of self-checkout loss by ECR Retail Loss, based on millions of transactions across 39 retailers, found losses were 33% higher in stores with self-checkouts than those without.
While malicious, intentional theft was to blame for a considerable amount of the losses, the study found that ‘nudges’ to the customer that “the system is paying attention” were hugely effective in stemming the shrinkage.
The most effective nudges are on-screen prompts that ask shoppers to check or rescan items. Customers self-correct in more than 80% of cases once this nudge fired, the research found.
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