AI Scrutiny: Companies to employ ‘Aware’ software to monitor employee chats

In the rapidly evolving landscape of remote work, concerns have emerged regarding the use of artificial intelligence (AI) to monitor employee communications on online platforms.

Notable companies, including Walmart, Delta, T-Mobile, Chevron, Starbucks, Nestle, and AstraZeneca, are reportedly employing monitoring software developed by the startup “Aware” to oversee digital conversations within messaging apps such as Slack and Microsoft Teams.

The ‘Aware’ software, designed to scan through massive volumes of data, analyses up to 20 billion individual messages from over 3 million employees. The primary objective is to identify keywords indicative of employee dissatisfaction and potential safety concerns.

Jeff Schumann, the CEO of Aware, highlights that their AI facilitates real-time understanding of employee sentiment, eliminating the need for traditional annual surveys.

Aware’s analytics product provides anonymised data that enables companies to gauge how different employee groups respond to changes or initiatives. Moreover, the AI tool can identify behaviors like bullying and harassment without flagging individual employee names.

However, in extreme threat scenarios, a separate tool can be employed to pinpoint specific individuals. The technology is predominantly utilised by Walmart, T-Mobile, Chevron, and Starbucks for governance, risk, and compliance purposes, constituting 80% of Aware’s business.

While the use of AI for employee monitoring is gaining traction, concerns among employees about privacy invasion are evident. Some express discomfort, characterising it as a surreptitious intrusion into their personal space, while others cast doubts on the reliability of AI systems.

Criticism ranges from suspicion about potential ulterior motives to skepticism about the effectiveness of AI investments in fostering a trustworthy business environment.

In interviews conducted by FOX Business, employees shared diverse perspectives. One respondent conveyed a sense of unease, perceiving AI monitoring as a covert attempt to gather information and potentially cause trouble.

Another, based on firsthand experience, criticised AI as flawed and questioned its utility. However, contrasting views were also expressed, with some employees accepting the monitoring practice as part of being watchful during company time.

AstraZeneca clarified that while they use Aware’s eDiscovery product, they do not utilise analytics for monitoring sentiment or toxicity. Delta, on the other hand, informed CNBC that they leverage both Aware’s analytics and eDiscovery tools to track trends and sentiment. Delta uses these tools not only for employee feedback but also for legal records retention on its social media platform.

As the trend of remote work gains momentum, the use of AI for monitoring employee communications raises pertinent questions. Communication platforms like Slack and Microsoft Teams, with widespread adoption across numerous organisations, are becoming focal points for AI scrutiny.

As companies navigate the delicate balance between ensuring productivity and respecting employee privacy, the debate over the ethical implications of AI in the workplace continues to unfold.