讲台：快餐业的新AI正在监听你

讨论让世界不断运转。

Discussion keeps the world turning.

这是圆桌会。

Is Roundtable.

你正在收听圆桌会。

You're listening to Roundtable.

我是牛红林，和史蒂夫以及玉山一起参与。

I'm Niu Honglin, joined by Steve and Yushan.

让我们欢迎本周的演讲者。

Let's welcome this week's soapbox.

他们会说些什么呢？

What are they gonna say?

请注意。

Hear ye.

请注意。

Hear ye.

请围过来。

Please gather round.

是时候上讲台了。

It's time for the soapbox.

欢迎来到讲台。

Welcome to the soapbox.

今天，我们要讲一个关于美国一家快餐巨头的故事。

Today, we talk about a story about a fast food giant in America.

它刚刚决定通过在员工的耳朵里植入人工智能，将客户服务提升到一个新的水平。

It has just decided to take customer service to the next level by putting artificial intelligence inside their employees' years.

我们说的是汉堡王。

We're talking about Burger King.

它现在正在美国数百个门店测试人工智能耳机。

It is now testing AI powered headsets in hundreds of locations across The United States.

这些设备不仅仅是在接收订单。

And these devices aren't just taking orders.

它们正在指导员工如何工作，跟踪物资何时不足，甚至监控员工与顾客交谈时使用的词语。

They are coaching workers on how to do their jobs, tracking when supplies run low, and even monitoring the words employees use when talking to consumers.

嗖。

Whoosh.

是的。

Yeah.

这一举措引发了一个令人不安的问题。

It's a move that raises an uncomfortable question.

这究竟是高科技的质量控制手段，还是以友好语气和企业使命宣言包装起来的员工监控？

Is this just a high-tech quality control check, or is it employee monitoring dressed up in a friendly voice and a corporate mission statement?

这个故事由我们的史蒂夫选材。

This story is picked by our Steve

汉堡专家。

Burger expert.

汉堡专家。

Burger expert.

哦，你经常去麦当劳购物吗？

Oh, do you shop in Burger King a lot?

这就是你选这个故事的原因吗？我其实不太确定

Is that why you picked this I don't

不知道‘购物’这个词是不是准确。

know if shop is the right word.

吃。

Eat.

用餐。

Dine.

用餐。

Dine.

用餐。

Dine.

时不时地。

From time to time.

但引起我注意的并不是因为它是汉堡王本身，而是因为那种控制。

But this caught my eye not because it's Burger King per se, but because of the control.

控制，一个很强的词。

Control, strong word.

是的，公司本身在向员工施加这种控制。

That, yeah, that the company itself is pushing over or onto their employees.

那我们来多分享一些细节吧。

So let's let's share some more details here.

所以，你刚才说的那些AI头戴设备，是吧？

So the the AI powered headsets, I think you said it.

对吧？

Right?

目前有500家餐厅，嗯。

500 restaurants for now Mhmm.

遍布美国各地。

Across The United States.

这个系统本身叫做BK Assistant，但在系统内部有一个语音助手，它的名字叫Patty。

The system itself is called BK Assistant, but inside the system, there's a voice assistant and the voice assistant's name is Patty.

是的。

Yeah.

没错。

Exactly.

就像我一样，Patty？

Like me, Patty?

是的。

Yes.

没错。

Exactly.

它通过头戴设备与员工交流。

And it talks to employees through their headsets.

它由OpenAI提供支持。

It's powered by OpenAI.

那是与ChatGPT同一家公司开发的。

That's the same company behind ChatGPT.

对吧？

Right?

测试运行始于2026年2月，如果成功，今年晚些时候将推广到全美所有餐厅。

The, test run started in, February of of twenty twenty six, and if it's successful, they're going to roll out to all US restaurants later this year, all across America.

我也在想加拿大会不会也有，看来加拿大也同样会推行。

And I I was wondering about Canada too, and apparently, in in Canada as well.

这个语音助手，它具体做些什么？

The voice assistant, so what does it do?

当员工忘记如何制作某些菜品时，它会朗读食谱。

So it recites recipes when employees forget how to make some menu items.

这很不错。

That's nice.

这很有用。

That's useful.

对吧？

Right?

它能回答关于烹饪流程的问题，比如如何清洁冰淇淋机或苏打水机之类的。

It answers questions about the cooking processes like how to clean an ice cream machine or soda fountain, something like that.

如果你不知道怎么做，可以问语音助手，它会告诉你怎么做。

If you don't know how to do it, you can ask the voice assistant, it'll tell you how to do it.

它会在库存不足时通知经理，比如饮料机的可乐快用完了。

It tells managers when inventory is low, like the drink machine is low on cola or something.

它会在这种情况实际发生之前就通知经理。

It it tells the manager before that actually happens.

听起来很不错。

Sounds pretty good.

对吧？

Right?

当顾客使用二维码报告问题，比如卫生间很脏时，它会通知经理。

It notifies managers when a customer uses a QR code to report an issue like a messy bathroom.

所以这意味着，如果你作为顾客进入洗手间发现不干净，可以扫描二维码进行报告，这个信息会通过AI助手实时传达给经理，当设备故障或产品缺货时，系统还会在十五分钟内自动更新门店库存。

So that means, like, if you go into a bathroom as a customer and it's not clean, you can scan a QR code and and report that, and that message will go through the AI assistant to the manager in real time, and then it'll automatically update some store inventory within fifteen minutes when the equipment fails or products run out of stock.

你知道，比如没有番茄或生菜之类的东西时，它会提醒经理。

You know, there's no more tomatoes or lettuce or something, then it's going to alert the manager.

所以基本上，这个助手Patty正在成为所有员工的超级大脑。

So basically, this assistant, Patty, is becoming the super brain of all the workers.

是的。

Yeah.

这还只是它功能的一半。

That's about half of what it can do.

我刚才只说了它的好处。

I'm I listed the good stuff.

好的。

Okay.

下面是其他功能。

Here's the other stuff.

它会追踪员工在与顾客互动时使用特定关键词的情况，比如‘欢迎’、‘请’和‘谢谢’，并根据这些对话为团队生成友好度评分，同时分析 Drive-Thru 互动的音频。

It tracks when employees use specific keywords like welcome, please, and thank you during customer interactions, and it generates a friendliness score for teams based on these conversations, and then it analyzes audio from drive through interactions.

它能提示员工进行追加销售，当听到某些关键词时，耳机可能会提醒员工：‘您要不要加一份苹果派搭配汉堡套餐？’或者‘您要不要把中杯可乐换成大杯？’之类的话。

It can prompt employees to upsell, so when it hears certain keywords the headset might tell the staff, you know, ask them if they want an apple pie with their burger set upselling or would you like a large coke instead of a medium, like something like that.

经理可以随时通过询问AI来查看门店的友好度评分，而汉堡王正在努力改进系统，以更好地捕捉语调而非仅依赖词汇，但这里真正关键的问题是我之前提到的那些。

And the managers can check the store's friendliness score anytime they want by asking the AI, and Burger King, they're they're working on improving the system to better capture the tone of voice and not just the words, but the real issue here is about what I mentioned before.

它在监控员工与顾客的言语和互动。

It's monitoring the employee's speech and interactions with the customers.

它会监听‘请’、‘谢谢’和‘不客气’这类词语，然后AI助手Patty会生成一个友好度评分。

It's listening for words like please and thank you and you're welcome, and then the AI assistant, Patty, generates a friendliness score.

供经理稍后查阅的报告。

Report for the manager to look at later.

我有点明白了，尤其是从实习生或刚完成培训、刚上岗的员工的角度来看。

I kinda get it, especially from the perspective of, for example, intern or someone who's who has just passed the training session and started working in the restaurant.

他们可能会忘记一些被要求使用的追加销售用语或表达方式。

They may forget about some upsell words or expressions that they are asked to use anyways.

而且，也许他们只是有点紧张。

And also, maybe they're just a little bit nervous.

他们对餐厅的环境还不太熟悉。

They're not that familiar with the situation in the restaurants.

他们不了解烹饪流程，所以AI助手可以给他们一点提示。

They do not know the cooking process, so the AI assistant can give them a little heads up.

但与此同时，这也有点让人觉得怪异。

But at the same time, it's also a little bit, you know, creaturistic.

是的。

Yeah.

好的。

Okay.

因此，社交媒体上有些用户对这个系统表达了负面反应，称其令人反感。

So there's a bit of online backlash for Users on social media called the system gross.

他们称之为晚期资本主义的典型表现。

They called it peak late stage corporate behavior.

这是来自《卫报》的。

That was from The Guardian.

这是来自BBC的。

This is from BBC.

批评者将其描述为反乌托邦，但这家餐厅表示，它并非设计用来记录对话或评估个别员工。

Critics described it as dystopian, but the company, the restaurant says it's not designed to record conversations or evaluate individual employees.

但这正是它所做的。

But that's what it does.

我知道。

I knew.

这是引述。

This is the quote.

这是来自NBC的。

This is from NBC.

这是来自首席数字官的。

This is from the chief digital officer.

这其实是一个辅导工具，旨在帮助员工作为服务人员变得更加热情周到，我们也会借助它来协助解决一些可能发生的运营问题，这些问题可能有点复杂，但有了我们的帮助会更容易处理。

It's really a coaching tool to help you as an employee become more hospitable, and we're going to help you also with certain operation flaws that may occur that can help, be a little bit complex with our help.

我觉得这相对可以接受的原因是，如果是一个真实的人在我耳边说话，帮助我、引导我，甚至在暗中或公开地评判我多年的工作表现。

Well, the reason that I find it relatively acceptable is that if it is someone talking to my ears, a real person helping, guiding, and secretly or openly judging me in my years.

这有点令人不安，但我怀疑这里的AI助手，或在这个阶段，是否具备这种能力。

That's a bit creepy, but I doubt the artificial intelligent assistant here or in this stage has that ability.

能力。

Ability.

所以我认为它们并没有在评判。

So I think they're not judging.

它们真的只是在‘提供帮助’。

They're really just quote, unquote helping.

嗯，它

Well, it

这无疑是新员工的数字拐杖。

is a digital crutch for new workers for sure.

它可以在史蒂夫一开始提到的那些方面提供帮助。

It can help in in the ways Steve mentioned at the very beginning.

但对我来说，这听起来像是：为什么不能直接用这笔钱呢？因为开发一个AI系统需要花很多钱。

But to me, it sounds like why can't you because developing an AI system cost a lot of money.

有了这么多资金，完全可以投入到更实际的方式中，真正为你的企业以及员工带来改变。

And with all that big amount of money, it can be put into, like, more practical ways of really making a difference for for you as a business and also for the employees.

比如，提供良好的培训，让他们不会忘记所学，或者以一种让他们真正感到被信任的方式提高他们的奖金。

Like as for example, good training so that they don't forget or increase their bonus in a way that they actually can trusted as employees.

你觉得怎么样？

How about that?

所以，我真的不太理解这个Patty的想法。

So so I I don't I don't really get this whole Patty idea.

这让我产生了许多不同的感受，某种特定的方式。

Well, this has me feeling a lot of different things, a certain kind of way.

所以，你们都来聊聊吧。

So get around y'all.

现在轮到我发表一下看法了。

It's time for my soapbox.

谢谢你们的到来。

Thank you for coming.

外面有成千上万的人。

Thousands of people out there.

听好了，我们得坦诚面对这里真正发生的事。

Look, let's be honest about what's really happening here.

汉堡王，说到底就是一个企业。

Burger King, it's a business, full stop.

他们的目标并不是打造一个温馨融洽、大家手拉手唱《Kumbaya》的工作环境。

Their goal isn't to create a warm fuzzy workplace where everyone holds hands and sings Kumbaya.

他们的目标是赚钱、销售、收入。

Their goal is to make money, sales, revenue.

如果在每个员工耳边贴个机器人能让他们多卖几份皇堡，那这事就定了。

And if slapping a robot in every employee's ear helps them sell a few more Whoppers, that's gonna be a done deal.

但让我们静下心来想一想他们真正构建了什么。

But let's sit and think about what they've actually built.

现在，员工脑海中出现了一个叫Patty的声音，这个名字来源于汉堡肉饼，因为没有什么比用一块加工肉制品来命名你的监控软件更能说明你并不把员工当人看了。

There is now a voice in workers heads called Patty, named after a Burger Patty because nothing says we value you as a human like naming your surveillance software after a slab of processed meat.

Patty在监听每一次互动。

And Patty is listening to every single interaction.

每一次打招呼，每一次道谢，每一次欢迎再来，每一个真实的人际连接时刻，都被打分、评级，并上报给管理层。

Every hello, every thanks, every come again, every moment of genuine human connection scored, graded, reported to management.

现在他们说，这并不是为了追踪个人。

Now they say it's not about tracking individuals.

是啊。

Sure.

因为当你的主管走过来对你说：‘嘿，今天你们的友好度评分真不错，各位。’

Because when your manager comes over and says, hey, great job on the friendliness score today, guys.

你心里清楚那意味着什么。

You know exactly what that means.

你知道有人在数着呢。

You know someone was counting.

你知道有人在盯着，你知道下次当你心情不好，忘了对那个对你冷薯条大喊大叫的顾客说‘请’的时候，你的评分就会下降，重要的人会注意到。

You know someone was watching and you know that next time when you're having a bad day and you forget to say please to the customer who's yelling at you about their cold french fries, well that score is gonna drop and someone important will notice.

这真正让我感到不安的地方在于。

And this is the part that really gets me.

我们现在正用人工智能来教人类如何做人。

We're now using artificial intelligence to teach humans how to be human.

机器人Patty在提醒人们说谢谢。

Patty the robot is reminding people to say thank you.

Patty这个算法在决定什么是友好的语气。

Patty the algorithm is deciding what friendly sounds like.

我们造了一台机器来评估我们的温暖度，还把它放进了一个以绞肉命名的耳机里。

We've built a machine to grade us on our warmth and we've put it in a headset named after ground beef.

谢谢。

Thanks.

你知道，在某个会议室里，一群高管正在击掌庆祝，因为他们找到了如何从每一秒中榨取效率的方法。

And you know somewhere in a board room a group of executives it's high fiving because they've figured out how to squeeze efficiency out of every single second.

是的。

Mhmm.

库存会自动更新。

The inventory updates it itself.

经理在顾客还没擦干手之前就知道洗手间很乱，而炸薯条的厨师甚至不需要再记住食谱了，因为Patty会精确地告诉你该怎么做。

The manager knows about the messy bathroom before the customer finishes wiping their hands and the fry cook doesn't even have to remember the recipe anymore because Patty will tell you exactly how to do it.

干得漂亮，各位高管。

Good job, suits.

但那些坐在高管办公室里的家伙们忽略了一点。

But here's what those suits in their executive suites are missing.

服务不是一份清单。

Hospitality is not a checklist.

它不是一个分数。

It's not a score.

它不是一系列可以像供应链物流那样追踪和优化的关键词。

It's not a series of keywords that you can track and optimize like supply chain logistics.

当你的服务员发自内心地对你微笑，希望你享受一顿好餐时，你能感受到这份真诚，并想再次光临。

When your server smiles at you because they genuinely want you to have a good meal, you feel that and you wanna come back again.

而当他们因为耳中机器人提醒他们的好感度正在实时计算，才说出‘请’和‘谢谢’时，作为顾客，你同样能感受到这一点。

And when they're saying please and thank you because a robot in their ear just reminded them that their friendliness score is being calculated in real time, well, as a customer you feel that too.

汉堡王确实说，服务本质上是人性化的，我同意这一点。

Burger King, sure, they say hospitality is fundamentally human and I agree with that.

但如果你信任你的员工，你就该培训他们。

If you trust your workers though, you train them.

你该支持他们。

You support them.

你该给他们休息时间。

You give them breaks.

你该给他们公平的工资，并让他们真正关心站在柜台前的那个人。

You give them fair wages and you give them a reason to actually care about the person standing in front of them at the counter.

这些数十亿美元的巨头并不从事信任的生意。

The multibillion dollar conglomerates aren't in the business of trust.

这家公司的生意是汉堡。

This one's in the business of burgers.

汉堡。

Burgers.

如果他们能通过把每个员工变成被监控、评分、算法指导的机器来多卖一些汉堡，他们百分之百会这么做。

And if they can sell a few more by turning every employee into a monitored, scored, algorithm coached machine, they 100% will.

所以，大家现在都来到了2026年。

So here we are everyone in 2026.

机器人并没有抢走我们的工作。

The robots aren't taking our jobs.

它们只是站在我们肩头，评判我们如何礼貌地完成这些工作。

They're just standing over our shoulders grading us on how to politely do them.

欢迎来到未来，各位。

Welcome to the future everyone.

请记得说谢谢。

Please remember to say thank you.

Patty在看着呢。

Patty's watching.

这有点严厉了。

That's harsh.

干得好。

Good job.

你这么觉得吗？

You think so?

我觉得这正好戳中了痛点。

I think it's all hitting the right pain point.

员工的人际互动正被一个评分机器人监控着。

Employees being monitored for human interactions by a robot that scores them.

我对这一点有意见。

I have a problem with that.

我对商业层面的事情没有意见。

I don't have a problem with the business side of things.

他们试图最大化自己的效率和销售额。

They're trying to maximize their efficiency and their sales.

我在思考那些真正在汉堡店工作的人类。

I'm thinking about this from the human beings that actually work in those burger restaurants.

对我来说，这几乎完全是一种去人性化的行为。

This to me is completely almost dehumanizing.

我来给你讲个故事，是我在中国的麦当劳无意中听到的，其实离北京这里办公楼不远。

Here's a story that I overheard from Burger King here in China, actually not very far away from office building right here in Beijing.

她在那里购物。

She shops there.

是的。

Yeah.

我经常去那里购物、吃饭，尤其是健身之后。

I shops I shopped, dined, ate there quite often, especially after gym time.

但前几天晚上，差不多晚上八点。

But the other night, it was like 8PM in the evening.

当时我和其他两个人是麦当劳里仅剩的三位顾客。

And I was among two others, the only three one of the only three customers left in the Burger King.

有一位看起来非常年轻的小伙子，旁边有一位年长一些的女士在指导他如何用喷雾清洁每张桌子，以及如何提高效率，以便在白天加快桌位周转。

And there were one young guy looking apparently very young with another older, more senior lady who's coaching him how to clean up each table with what spray and and how to make it more efficient so that so that the turnover of the tables gets gets faster especially in daytime.

他们在完成培训的同时闲聊，那个年轻人说：哦，我刚参加完高考。

And they were chitchatting while getting the train training done and the young guy said, oh, I actually just attended the Gaokao.

意思是，他是个十八九岁的年轻人，刚结束高考，现在来到了北京。

Meaning that he is a nine 18, 19 year old who just finished Gaokao and now he's in Beijing.

顺便说一下，他并不是北京本地人。

He's actually not from Beijing by the way.

他描述了高考和来这里的经历，说他想在来北京上大学之前——这其实是一所相当不错的顶尖大学——先赚点生活费。

He describes the Gaokao and his trip here that he just want to before attending university here in Beijing, it's actually a pretty good high ranking university here in Beijing.

在我去学校报到之前，我想先挣点生活费。

Before I I I go there and participate in the school, I want to earn a bit of living fee.

他们提到的时薪其实并不高。

And by the number they were sharing, it wasn't really that big of a a per hour payment for a job.

我觉得这在全美各地的汉堡王可能也差不多。

And I think that kind of works for Burger Kings across the country too.

我刚刚采访了我男朋友，关于他以前在快餐连锁店打工时的最低工资。

I just interviewed my boyfriend on the minimum wage back in Canada back in the days when he used to cater in a in a fast food fast food chain.

现在这可能不适用了，但他描述的是，当时他每小时挣15加元，这 barely 够付账单。

Now this may not work nowadays, but the way he's he described it is that 15 Canadian dollars per hour was what he used to get and that was barely enough to pay bills.

所以对这些年轻人来说，他们只是想找份工作赚点钱，而我们却在他们的一年里塞满指令，告诉他们该做什么，还让他们知道只要在这里工作就会被监视。

So for these people, for these young people especially who's just trying to look for some payment, now we're telling them we're putting a a year but inside their year and telling them what to do and that you are being watched as long as you work here.

说实话，我不知道该怎么为他们感到难过。

I don't know how to feel for them, honestly.

我觉得培训本身已经足够了。

I think I think I think training is good enough.

但这到底是什么？

But what is this?

真的，这到底是什么？

Really, what is this?

我们现在看到的是什么？

What what are we looking at right now?

嗯，我不知道。

Well, I don't know.

我认为，从技术角度来说，我敢肯定没有经理会有时间，也没有公司会指派专人去聆听和观看每个员工在餐厅里的所有视频。

I think when it comes to technology to start with, again, I'm pretty sure no manager would have the time and no company would assign someone to listen to and maybe watch all of the videos of each and every individual working in their restaurants.

每一场对话，都是在餐厅里发生的。

Each conversation, it happened in the restaurant.

他们之所以有‘缺乏人际联系’的评分，正是因为无法真正监控所有事情。

The reason that they have a friendlessness score is precisely because they cannot really monitor everything.

所以如果我在那里工作，至少为了让自己安心，我不会觉得我时时刻刻都被监视着，因为监控摄像头在餐厅里已经存在很久了，也没人对此有太大意见。

So if I'm working there, at least to give myself a peace of mind, I would not consider this as I am being watched all the time because the surveillance camera is in the restaurant for a really long time and no one seemed to have a huge problem with it anymore.

是的。

Yeah.

但这跟摄像头无关。

But this isn't about cameras though.

这关乎语音识别，它在统计你说‘请’、‘谢谢’和‘不客气’的次数，并根据这些给出一个评分。

This is about voice recognition and it's counting the number of times that you say please and thank you and you're welcome and it's giving you a score based on that.

如果我在那里工作，我会说：嗨。

If I worked there, I be like, hi.

欢迎，欢迎，欢迎光临汉堡王。

Welcome, welcome, welcome to Burger King.

请，请，请告诉我您想要什么。

Please, please, please tell me what you would like.

让我对这个系统态度有所改变的是，他们有多认真对待‘缺乏友好度’的评分。

What would make a difference to my attitude towards this system is how serious they're taking the friendlessness score.

因为如果他们只是把它当作一个参考，说：你知道吗，你说了太多次‘谢谢’，也许你该更友善一点？

Because if they're only use it as one reference and they're saying, you know, you're saying the furious number of thank you, maybe do you wanna be a bit nicer?

而你可以回应：我确实没怎么讲‘谢谢’或‘请’，但我对顾客常叫‘亲爱的’、‘宝贝’，而且我笑得很频繁。

And you can say, I'm not saying thank you or please that much, but I'm saying honey or dear to my customers, and I'm smiling a lot.

我也会关注一下，比如啊，你看起来……哦，我注意到你了。

And I take an interest like, ah, you you look oh, I I noticed you.

你的饮料要不要再热一点？

Do you want your drink to be a little bit warmer?

你的可乐要不要少放点冰块？因为系统识别出你了。

Do you want a little less ice cube in your Coke because it just recognize you?

这也算是一种友好表现。

That counts as being friendly as well.

所以如果他们一开始就把‘冷漠指数’看得太重，甚至用它来决定你的工资、奖金，同时又不给你任何机会去辩解自己是否真的友好，那就有问题了。

So if they give you to start with, if you do not veal the friendlessness score that serious to a point that they decide on the wage, on the kind of bonus you get based on it, and also they give you a space to argue about whether or not you are being friendly.

如果你是以一种标准化的方式表现友好，或者以一种真诚、个人化的方式表现友好，这本身对我来说并不是大问题。

If you're being friendly in a standardized kind of way or if you're being friendly in a genuine your personal kind of way, that is not a huge problem for me per se.

是的。

Yeah.

还有另一点，我理解从商业角度来看，他们可能只是想探索一些所谓的创新方式，来让服务变得更好一点，而他们又负担不起派人去监听每一场对话。

And another thing is I understand from, again, the business point of view, perhaps they're just trying to figure out new quote, unquote innovative ways ways to make their service a little bit better, and they cannot afford to hire people to listen to each and every conversation.

这只是一个尝试，看看它是否有帮助。

And this is just a try out to see whether or not it helps.

在应用不同技术时，总会经历一个阶段。

And when it comes to application of different technologies, there's always a phase.

总有一些东西，几年后你会觉得是所谓的愚蠢、不必要，或者只是你尝试的一个阶段。

There's always something that later on, several years later, you deem as, quote, unquote, stupid or unnecessary or just a phase that you're trying it out.

是的。

Yes.

在节目开始前，我们讨论过或许可以用它来帮助你的店员理解不同语言，以便更好地服务店里的外国顾客。

Before the show, we talked about maybe using it to help your shop assistant understanding different languages so that you can better help the foreigners in the shop.

这可能是一个更好的主意，或许更高效、更有用。

Can be a better idea, can be a more efficient or useful idea perhaps.

正如玉山所说，你可以找到其他方式来帮助顾客、店员和你自己。

Like Yushan said, you can find some other ways to help your shoppers and help shop assistant and also your customers.

但我不确定。

But I don't know.

对于这个，我没有像史蒂夫那样强烈反对。

For this one, I am not that strongly opposed as Steve.

但为什么需要这个呢？

Why is this necessary though?

其他方面我都很喜欢，比如库存不足、洗手间不干净，或者如何正确制作汉堡，我都觉得很好。

The other aspects of it I love, you know, the if inventory is running low or bathroom's not clean or how to make the burger properly, I love all that.

但为什么呢？

But why?

为什么？

Why?

为什么？

Why?

因为这分明是在说我不信任你。

Because this just screams I don't trust you.

是的。

Yep.

对吧？

Right?

我的意思是，你雇了我，雇我来干活，客户服务是这份工作的一部分，但现在你这么做，等于是在告诉我，你根本不信任我能对别人保持礼貌？

I mean you hired me, you hired me to do a job and customer service is part of that job, but now with this you're basically telling me that you don't trust me to be polite to another person?

这让我很不舒服。

This does not sit well.

也许这并不是说我不信任你。

Maybe it does not say I don't trust you.

他们的意思是，希望友好程度也能标准化，但每个人的性格不同。

They say I want the friendliness to be also standardized to a point that people have different personalities.

有些人觉得说‘请’和‘谢谢’就足够了。

Some people believe saying please and thank you is enough.

有些人想做得更多，而有些人认为只要脸上带着微笑就足够了。

Some people want to do more, and some people believe a simple smile on your face is Is

这是相同的还是不同的？

this the same or different?

因为很多工作都是被监控的，对吧？

Because lots of jobs are monitored, right?

我记得在韩国的语言培训机构里，这曾经是个热门话题。

I remember it was a hot issue in institutes, language institutes in Korea.

有些机构开始在教室里安装摄像头，并将课程实时播放给在大厅等候的家长看，老师们非常不喜欢这样，因为这等于在监视他们。

Some of them started putting cameras inside the classrooms, and they would show the lesson outside in the lobby to the moms or dads that were there, and the teachers really didn't like that because it was monitoring them.

我的意思是，当然，儿童与教师之间的安全问题是很重要的。

I mean, are safety issues obviously, you know, interactions between child and teacher.

他们只是想确保自己了解真实情况，诸如此类的事情。

They just want to make sure they get the story right, stuff like that.

但至少老师们觉得，自己正在被监视。

But the teachers at least a little bit felt like I'm being watched.

这里的情况是相同还是不同呢？

Is is that the same or different here?

我认为在中国的学校里，并没有实际推行这种做法。

I don't think in Chinese schools that's actually being practiced.

监控和课堂记录主要起安全作用，而不是向家长公开播放。

It's the the monitoring and and and watching over the class kind of records mainly play a role regarding security instead of public displaying to the parents.

但我认为每件事的发生都有其原因，也许在韩国就是这样发生的。

But I guess each thing happened for a reason and that maybe in South Korea, that's what happened.

家长确实要求更多关于教师教学情况的文件或记录。

The the the parents actually voiced for more documents or records on the how the teachers

这并不是全国统一的做法。

It wasn't like a country one thing.

只是少数学校这样做的，我想。

Was just a few, I think.

但不管怎样，挺好。

But anyway Nice.

听到这个很好。

Good to hear.

最后一个问题，快速问一下。

Last last question, real quick.

如果有一个AI工具在监听你，牛红林，你会有什么感受？

How would you feel if there was an AI tool listening to you Niu Honglin?

节目结束后，它说：‘如果你能在节目中把语气再提高2%的亲和力，那就更好了。’你觉得怎么样？

And then after the show, it said, if you could just increase your tone to 2% more friendly on the show, that would be great.

你对这种事有什么感受？

How would you feel about that?

如果它真的有帮助，我可能会听从它的建议。

I feel if it really helps, I might listen to it.

我不确定。

I don't know.

在这个时代，你根本无法抗拒数据的收集。

Think in this day and age, you cannot really resist the collecting of data.

关键在于数据如何被使用，以及谁在之后能接触到这些数据。

It depends on how the data is used, who has access to the data a bit later.

也许这就是我的一点看法。

Maybe that's my 2¢.

这也就结束了今天的圆桌讨论。

And that brings us to the end of today's roundtable.

我是牛红林，和史蒂夫、玉山一起。

I'm Niu Honglin with Steve and Yushan.

谢谢收听。

Thank you for listening.

谢谢。

Thank you.

谢谢。

Thank you.

谢谢。

Thank you.

不客气。

You're welcome.

我们爱你们。

We love you.