"Sainsbury's head office apologised to Arnold the next day and has paused use of its AI-assisted Facewatch technology in the store while an investigation takes place."
What investigation? It has a 0.02% failure rate, which is very, very high. End of investigation. Discard the tech.
"The incident was caused by human error, not the facial recognition technology. Customers can be reassured that the Facewatch system has a 99.98% accuracy rate, and every match is reviewed by a trained manager."
Every match may or may not be reviewed by a trained manager, but customers cannot be assured of anything except that they - per factual evidence - be wrongfully accused of wrongdoing. The incident would not have occurred had the facial recognition technology incorrectly targeted the wrong individual. The technology is the only place where blame should be assigned except for the executives who authorized its use and continue to make excuses for it.
"A Facewatch spokesperson said their technology was not at fault in this case. 'A correct alert was sent to the retailer, but was subsequently subject to human error in the way it was handled in store,' they said."
Facewatch is incorrect. Again. An incorrect alert was sent to the retailer... unless they are insisting Matt Arnold is in fact a shoplifter. There is no human error if there is no incorrect alert.
I do understand that lacking this technology, we would be solely relying on humans to notice things like repeat offenders. Same for automated license plate readers... we'd be solely relying on humans to spot, recognize, and act on suspect vehicles. But the sheer bulk of hits makes all the difference in the world. Humans will rely on the machine's judgement and the onus then shifts to the target to try to override that. If a store manager just randomly mistakes a legitimate customer for a shoplifter, it's much easier to convince them they've made a mistake.