Supermarket chain Jumbo has that discontinued the use of artificial intelligence to detect shoplifting, citing concerns about customer experience and social impact. CEO Ton van Veen confirmed the decision, saying: “We have tried to use technology to recognize abnormal behavioral patterns, but we are not going through with it.”
Jumbo announced at the beginning of this year that it loses more than 100 million euros annually due to shoplifting, a significant blow to its operating result. “That is money that we cannot pass on to customers in the form of lower prices,” says Van Veen.
This year, Jumbo managed to reduce losses due to theft by 30 million euros, reducing theft-related losses to 1 percent of total turnover. “We have reduced it by a third, but I think it should be reduced to a maximum of half a percent of turnover,” says Van Veen. “These savings can then be passed on to our customers.”
Jumbo had conducted AI trials earlier this year to analyze customer behavior and identify potential shoplifters based on deviations in patterns. The experiment included analyzing surveillance footage and conducting targeted random checks at self-checkout counters. Despite these efforts, the initiative failed to meet expectations.
“It does not improve the shopping experience,” says Van Veen. “Customers are not potential thieves. They are absolutely welcome, even if someone occasionally forgets to scan an item. We do not want to respond to the hardening of society with tougher measures.”
Van Veen emphasized the importance of social interaction in combating theft, saying: “Social control and making eye contact with customers are crucial.” He also ruled out the use of body cameras for employees, a measure that was also introduced earlier this year by other supermarket chains such as Dirk. “Bodycams are not the solution,” he said.
Instead, Jumbo focuses on traditional safety measures, including increased surveillance, stricter random checks at self-checkout counters and a greater presence of employees on the work floor. The company has also taken measures such as issuing fines of 181 euros to shoplifters and regularly imposing shopping bans.