How Walmart, Delta, Chevron and Starbucks are using AI to monitor employee messages

Organizations are turning to artificial intelligence to monitor employee communications on platforms like Slack, Microsoft Teams, and Zoom. Companies such as Walmart, Delta Air Lines, and Starbucks have enlisted Aware, a seven-year-old startup, to track employee sentiment in real time. Aware’s AI models can analyze messages for behavior like bullying, harassment, and noncompliance without flagging individual names. While some firms, like Delta, leverage this technology for gathering feedback and legal record retention, concerns arise about employee surveillance and potential privacy breaches.

The AI boom has extended to employee surveillance software, with Aware reporting a 150% annual revenue growth. Notably, the company remains lean compared to other AI entities in the market. Aware’s tools are designed to track workplace sentiment and toxicity, utilizing data from billions of messages sent within companies yearly. While these systems promise anonymity, experts warn that even aggregated data can pose privacy risks, especially when coupled with metadata like age and location.

The use of AI to flag risky behavior in workplace communications raises questions about worker rights and privacy. Amba Kak of the AI Now Institute highlights concerns about potential chilling effects on speech and the inability of employees to defend themselves if disciplined based on AI-generated insights. Despite the AI’s capabilities to detect policy violations, the lack of transparency in decision-making processes remains a challenge. As AI continues to shape workplace dynamics, ensuring a balance between monitoring risks and maintaining employee trust is paramount.

In a rapidly evolving landscape where technology outpaces regulations, the implications of AI-driven surveillance provoke discussions on ethics, accountability, and transparency. Whether it’s monitoring sentiment or flagging policy breaches, organizations must navigate the fine line between leveraging AI for operational efficiency and safeguarding employee rights in an increasingly digitized workplace. As the saying goes, with great AI power comes great responsibility—or in this case, potential pitfalls.