04/12/2019
Amazon Workers Are Listening to What You Tell Alexa
From "Amazon Workers Are Listening to What You Tell Alexa"
Amazon.com Inc. employs thousands of people around the world to help improve the Alexa digital assistant powering its line of Echo speakers. The team listens to voice recordings captured in Echo owners’ homes and offices, and the recordings are transcribed, annotated, and then fed back into the software as part of an effort to eliminate gaps in Alexa’s understanding of human speech and help it better respond to commands. According to seven people who have worked on the Alexa voice review process, the team comprises a mix of contractors and full-time Amazon employees who work in outposts from Boston to Costa Rica, India and Romania. They work nine hours a day, with each reviewer parsing as many as 1,000 audio clips per shift, according to two workers based at Amazon’s Bucharest office. Workers say the work is mundane, but sometimes they hear recordings they find upsetting, or possibly criminal. Amazon says it has procedures in place for workers to follow when they hear something distressing, but two Romania-based employees said that, after requesting guidance for such cases, they were told it wasn’t Amazon’s job to interfere. “We take the security and privacy of our customers’ personal information seriously,” an Amazon spokesman said in an emailed statement. “We only annotate an extremely small sample of Alexa voice recordings in order [to] improve the customer experience."
Bloomberg (04/10/19) Day, Matt; Turner, Giles; Drozdiak, Natalia via Security Management Weekly.