The Outback pilot is still in early stages, but Suri sees broad potential in Presto Vision. The software has the potential to detect things like when a guest’s drink is almost empty, he says as an example, and prompt servers to offer them a refill.
But even without those fancy features, Presto Vision is likely already capable of producing lucrative data for the restaurant industry. That information could be used not only to boost sales, but also make life harder for workers. Researchers have found that workplace surveillance can have negative effects on employees, like increased stress and lower job satisfaction.
Alexandra Mateescu, a researcher at the Social Instabilities in Labor Futures initiative at the nonprofit research institute Data & Society, wonders whether Presto Vision and similar tech could ultimately decrease staff numbers or alter scheduling patterns. For example, if the software finds that servers at a given restaurant have enough time to visit their tables often, higher-ups may decide to cut the number who work during certain shifts, to try to cut labor costs. “This [technology] may sort of automate the discretionary power of restaurant management to make decisions,” Mateescu says.
There’s also the question of what happens to the aggregate information Presto Vision and other similar tools collect. Even if the underlying videos get deleted, the data lives on. At franchised restaurants like Outback, it could be vacuumed up by parent organizations, and used to make business decisions in the future. In a press release, Presto touted its software could be employed to provide “remote, immediate visual access across multiple locations, and a high-level view of performance metrics and noteworthy events across brands for large restaurant chains.”
“These are legally separate firms, they have no oversight or responsibility for working conditions or wages,” says Brian Callaci, an economist and researcher at Data & Society who has studied franchising. But technology like Presto Vision would potentially allow them to “monitor and control activity supposedly at legally independent businesses.” Jones, from Evergreen Restaurant Group, did not immediately return a request for comment about if and how the data collected by Presto Vision would be shared within his organization, or with Bloomin’ Brands, Outback Steakhouse’s parent company.
Presto Vision is also just the latest in its parent company’s suite of monitoring tools designed to optimize the chain restaurant industry. Along with its competitor Ziosk, Presto makes electronic tablets stationed at tables in restaurants like Chili’s, Olive Garden, and Applebee’s across the country. Customers use the devices not only to order food, but also to rate the performance of their waiters and waitresses. A Buzzfeed News investigation found workers with lower scores have received fewer shifts and tables, and potentially even faced termination—despite customer ratings often reflecting aspects of the experience that servers can’t control, like the quality of the food.
Other fast food chains have developed their own surveillance solutions in-house. Dominos, for example, recently began rolling out its “DOM Pizza Checker” at stores in Australia and New Zealand, which monitors workers as they assemble pies via an AI-equipped overhead camera. If the device detects a poorly made pizza, it alerts workers that it should be remade. In a presentation given to shareholders, Domino’s executives suggested the technology could be used to quantify bonuses, as well as identify stores “falling below” their peers.
Suri argues Presto Vision “should be able to help managers create better processes to do a better job overall.” He compares working in restaurants to playing sports. Without surveillance tools like the ones Presto offers, managers “have to coach based on the score—they don’t know what actually happened on a play-by-play basis.” In other words, restaurant managers today are still largely forced to take employees at their word, and give them at least a baseline level of autonomy. At least until technology makes even that obsolete.
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social experiment by Livio Acerbo #greengroundit #wired https://www.wired.com/story/outback-steakhouse-presto-vision-surveillance