Pronto’s Expanding Use of Wearable Cameras for Customer Service

Pronto has made it clear that it is both continuing and broadening the deployment of wearable cameras within customers’ homes through its new initiative, Pronto Verified. This is an opt-in service designed to record service sessions while using anonymised footage for artificial intelligence training. This confirmation follows a report by Startup Superb nearly two months ago, detailing how Pronto was trialling an AI-driven initiative that involved wearable cameras for collecting real-world data. At that time, the initiative was described as a pilot involving a limited number of bookings.

In response to Startup Superb’s findings, rival companies Snabbit and Urban Company publicly announced they would not be exploring similar initiatives involving the use of wearable cameras in customers’ homes.

Development of Pronto Verified

In reply to Startup Superb’s recent questions, Pronto revealed that the initiative has since evolved into Pronto Verified, which is identified as an optional service. The camera acts solely as a recording device, equipped only with encryption capabilities. The company expressed that they are now scaling up Pronto Verified.

Customers have the choice to opt into Verified bookings, which not only document the work performed but also enable professionals to earn significantly more money. Currently, professionals are earning approximately twice as much for each Verified booking.

Consent and AI Training

Pronto has confirmed that anonymised footage taken during Verified bookings is used to enhance its AI models. Customers are advised that their recordings may be utilised for AI training at the time of making a Verified booking. Furthermore, customers give their consent multiple times during the booking process and again upon the professional’s arrival.

The company also clarified that customers can refuse recording at any point and can opt for a standard Pronto booking instead. They take the use of anonymised footage for AI training seriously, as stated clearly in their terms and conditions.

Data Privacy and Handling

Pronto specified that the wearable camera captures video but does not record audio. The company indicated that raw footage is encrypted, automatically deleted after the work is finalised, and is not accessible to any humans. Only an anonymised version, with faces and identifiable information blurred out, is kept.

Customers can examine the anonymised recordings within 48 hours of the session. After this period, the anonymised footage is repurposed for AI training. Addressing concerns regarding children, family members, staff, or guests who may appear in recordings, Pronto encourages customers to confirm consent for everyone in the home during the booking process. The camera is designed to focus on the professional’s workspace and does not capture anything beyond this area.

Regulatory Engagements

When questioned about any regulatory inquiries from the Ministry of Electronics and Information Technology (MeitY) following the controversy in May, Pronto chose not to respond directly. Instead, the company mentioned that it has had positive engagements with all stakeholders and noted that much of the prior discussion was rooted in misunderstandings about the program, especially concerning customer disclosures. They reassured that these disclosures have since been improved, now being clearly stated at multiple points in the process.

Insights from Pronto’s Founder

On Friday, following Startup Superb’s questionnaire, Pronto founder Anjali Sardana shared insights via LinkedIn regarding the company’s strategy for Pronto Verified. She confirmed that the company is actively scaling the service and highlighted that it is an opt-in feature where customers can choose to have their work sessions recorded. She noted that professionals wear a camera that specifically records work activities, that customers pay an additional charge for this service, and that professionals typically receive about double their earnings compared to regular bookings.

Sardana reiterated important points such as the informed consent for recording being obtained at various stages, the absence of audio recording, the immediate deletion of raw footage post-session, and the exclusive retention of anonymised data for AI development.