"I want to buy a house, but the sales office has a face recognition system, and I don't want to wear a helmet to see the house!"
On March 24, Ms. Hou of Langfang, Hebei Province, told the Beijing News that when she went to See the house in Kangqiao Zhiyuan in Langfang City, she found that the sales office was equipped with a face recognition camera. She believes that this violates the privacy and portrait rights of individuals, "How can they collect my face information without my permission?" ”
The installation of a face recognition system at the sales office is not an exception for Kangqiao Zhiyuan. From March 25 to March 28, a reporter from the Beijing News visited 8 sales offices in Langfang City and found that the staff of 3 sales offices confirmed to reporters that they installed face recognition cameras in their sales offices. In addition, the sales staff of 6 real estate projects such as Tianjin and Nanjing told the Beijing News reporter that there was a face recognition system in their store, and even some sales staff said, "If you are worried about the face information being collected, you can wear a helmet to see the house." ”
The popular installation of face recognition systems in sales offices is related to the control of channel (intermediary) promotion costs, that is, to distinguish whether the customer is seen by the intermediary or the sales staff at the sales office, so as to decide whether to pay the intermediary commission.
A face recognition system supplier introduced that the face recognition system they provide, in addition to helping real estate developers prevent flying orders, can also do visitor flow analysis, provide data support for cyclical marketing strategies, so it is also used in many shopping malls and stores.
Ms. Hou was very worried that her face information would be used illegally, and was told by the sales staff during negotiations that face recognition was to protect the interests of developers. "Then who will protect the privacy of our customers?" Ms. Hou said that she really did not want to wear a helmet to buy a house.
In the sales department of many real estate in Langfang City, a face recognition system is installed, and the camera can capture the customer's face information at 360 degrees without dead angles. Beijing News reporter Liu Ruiming photographed
"Everyone's face will be photographed in the sales office"
Ms. Hou learned that there is a face recognition system in the sales office, which stems from the desire to buy a house through an intermediary and get "rebate" benefits.
Ms. Hou introduced that the so-called "rebate" is that the intermediary returns part of the commission he receives to the customer, "for example, the price of the same house sales office is 1 million yuan, and the purchase through the intermediary is also 1 million yuan, but the customer can agree with the intermediary, and after the intermediary obtains the commission from the developer, a part of the commission will be returned to the customer." ”
However, during the contact, the sales office staff told Ms. Hou that she could not buy a house through an intermediary because she had visited the sales office herself before, and the face information had been recorded by the face recognition system. The staff at the sales office explained that the face recognition system was installed to protect the interests of developers, mainly to distinguish whether customers came naturally or brought by channels (intermediaries).
Ms. Hou believes that the developer's approach violates her right to portrait and privacy, "If my face information is used in an improper place, my interests will definitely be infringed." Such harm is unknown. How can they collect my face information without my permission? ”
On March 25, a reporter from the Beijing News visited the sales office of Kangqiao Zhiyuan in Langfang, Hebei Province, and noticed that above the sand table in the hall of the sales office, there was a black camera facing the gate and sand table, and on both sides of this black camera there were two white hemispherical ceiling surveillance cameras. In the corridor of the reception area of the sales office next to it, there is also a black camera, which shoots customers passing through the corridor.
In the sales office of Kangqiao Zhiyuan, the reporter consulted the account manager Yan Shen on whether he could buy a house through the channel of intermediary rebate, and the other party initially persuaded the reason that the amount of intermediary rebate was small. When the reporter insisted on buying a house through an intermediary, Yan Shencai told them that the sales office was equipped with face recognition, "We have two black cameras here, which are face recognition cameras, and the camera of the white dome ceiling is just ordinary surveillance." ”
"All the customer, including the salesperson's face information, will be photographed." Account manager Yan Shen told the Beijing News reporter, "After the developer shoots the customer's face information, if one day there is a person who is very similar to your face information to buy a house through the channel (intermediary), you need to generate additional commissions, at this time the system will compare, and then produce a risk prompt." ”
Yan Shen said that not only do their sales offices have face recognition systems, but many real estate in Langfang City, especially those with good sales, have face recognition systems at the sales offices. Yan Shen said that the commission paid by the developer to the intermediary is an additional expense of the developer, and the developer is to strictly control this. "If the customer is a natural visitor to the sales office, the developer is not willing to pay tens of thousands of yuan more to the intermediary settlement commission, and installing a face recognition system can avoid the developer's additional expenses."
As for whether face information is leaked to the outside world, Yan Shen said that developers will not leak customer face information to the outside, "Now developers collect face information in this field, which belongs to the regulatory gap." Like CCTV's '3.15 Party' exposed, other industries may have the risk of leaking face information, but developers mainly avoid their own additional expenditure, and the customer's face information will be automatically overwritten by the system in a few months, without the risk of leakage. ”
When the reporter proposed that he needed to check his face information, Yan Shen said that he himself could not see the customer's face information, "only at our group headquarters can we see it." Yan Shen also said that in their sales office, if the customer does not ask whether the sales office has face recognition, the sales staff will not tell the customer about the matter, and will only explain to the customer when the customer asks.
The camera inside the Madian Bridge store of Dazhong Electric Appliances. Beijing News reporter Liu Ruiming photographed
Face recognition devices are installed in a number of sales offices
The staff of an intermediary company in Anci District, Langfang City, told the Beijing News reporter that since 2018, many sales offices have installed face recognition cameras, as long as customers have visited the sales office more than twice in recent months, the face recognition system can compare the face information, "Even if the customer wears a mask, the part above the nose is exposed, the system can recognize it." ”
From March 25 to March 28, a reporter from the Beijing News visited 8 real estate projects in Langfang City and found that the staff of 3 sales offices would inform the sales office that there was a special face recognition device when the reporter said that it was necessary to buy a house through an intermediary.
At the sales office of Yuanyang Kunting in Langfang City, Wang Na, a salesperson, also said that they had a face recognition system. Under her guidance, the Beijing News reporter noticed that there were four face recognition cameras in the hall of the sales office, two of which were on the left and right sides facing the position of the hall door, and the other two cameras were on the left and right sides, which could take pictures of the customer's face information near the sand table.
"The moment you come in, you're pictured by the camera, and it's not good to wear a mask or a hat. After the customer's face information is photographed, it can be seen very clearly. However, sales in our store generally do not focus on saying that there is face recognition to customers, and they are afraid that customers will mind if they mention it. ”
"The customer's face information will not be used in other ways, nor will it be leaked to the outside world." Therefore, the face recognition system is not harmful to customers. Wang Na also introduced that after the customer buys a house, the face information taken at the sales office will be used for the face recognition system at the door of the community and the door of the unit in the future.
Wang Na also showed reporters a "Yuanhui" APP installed in their sales hands, "This is our company's development, each customer has a file on the Yuanhui system, and the sales can improve his information." The face information that is photographed after the customer visits will also be automatically synchronized to the APP. ”
The reporter saw the information of customers who had completed the purchase of a house on the "Yuanhui" APP on Wang Na's mobile phone, including the customer's name, ethnicity, mobile phone number, address, loan method and other information. "Sales can take screenshots of this personal information, but generally no one does it."
When the reporter asked to see her face information and delete it, Wang Na said that if the customer is not the final buyer, the relevant face information will be deleted after three months.
The sales center of Zhonghai Boyue Mansion in Langfang City is also equipped with a face recognition system.
"We also have four cameras here in the hall, which can recognize faces without dead ends. Whether you wear a mask or a hat, you can recognize it with a look. The sales center of Zhonghai Boyue Mansion said that face recognition will be entered into the system after taking a photo, and if the customer swipes his identity after buying a house, the system will automatically verify the source of the customer.
Shi Xin introduced, their mobile phone also installed a face recognition device docking APP, if the customer visits again, the APP will show a customer has been visited on a certain day in a certain month, and now visit again the information prompt, "the customer is not happy and can not avoid, multi-channel camera can take pictures of all sides of the person." ”
In the process of visiting the real estate in Langfang City, the reporter also found that some sales offices did not install face recognition equipment.
On March 27, Ye Xu, a property consultant at Rongsheng Jinxiu Haoting in Langfang City, told the Beijing News that their company had also used face recognition equipment in the sales office before, but later sold the house mainly relying on the developer's own sales, rarely looking for intermediary agents, so the use of face recognition equipment was cancelled.
In addition to Langfang City, there is also a phenomenon of installing face recognition in sales offices in other places. On March 30, the Beijing News reporter consulted the staff of the sales office of Wangjiang Yuefu, Shimao Brilliant Jiangshan, Lanwan Jiuzhu, Tianjin Poly Heguang Dust, Hongkun Ideal City, and Sunac Nankai Chenyuan for the installation and use of face recognition equipment. The staff of the above six properties all said that the sales office installed a face recognition system, which will collect face information for personnel entering the sales office.
The online sales staff of Tianjin Hongkun Ideal City said that the sales office will post a sign to inform the house inspector that the sales office has a face recognition device, "Each sales office will be posted." But the network sales staff of Tianjin Sunac Nankai Chenyuan said that "they were all inadvertently filmed" and would not inform the viewers that face information had been collected, "If you are worried, you can wear a helmet to see the house." ”
Supplier: Face capture accuracy rate 99.8%
During the visit to the real estate in Langfang City, the reporter found that there are three main brands of cameras used by developers: Megvii, Hikvision, and Yuncong Technology, which belong to Beijing Kuangshi Technology Co., Ltd., Hangzhou Hikvision Digital Technology Co., Ltd., and Yuncong Technology Co., Ltd.
On April 2, a reporter from the Beijing News contacted Zhang Fuhai, a salesperson of their company, through the customer service of Beijing Kuangshi Technology Co., Ltd. Zhang Fuhai said that they have provided face recognition equipment and services to a number of real estate projects. He sent a copy of Myco Technology's solution to install a face recognition system in the sales office.
For example, in the plan, a project around Shenzhen enabled channels to bring customers, and 117 sets of new houses were traded in one month, of which 104 sets were traded by channels, accounting for 89%. The commission per set is about 40,000, and the marketing expenses reach 4.16 million. However, the natural transaction customers have dropped sharply from the original 63 sets / month to 13 sets / month, of which 50 sets of natural visiting customers are unknown, and there are 2 million commissions in doubt, which has aroused the attention of the management.
"In order to solve the problem of flying orders caused by sales clerks (not entering customer information into the system), intercepting customers (channel brokers intercept natural visiting customers at the door of the crime site, and using the recommendation commission as bait to divide the recommendation commission equally), changing numbers (after the channel broker intercepts customers, let customers change their mobile phone numbers and then recommend them to enter the crime scene), the installation of the face risk control system is necessary."
The specific business process of the face recognition system is: the intermediary will report the customer information (name, gender, mobile phone number) to the system archive half an hour in advance before taking the customer to see the customer; after the customer enters the door, the front desk reception will complete the customer visit registration on the relevant equipment; when the customer goes to the marketing center to communicate, see the house, and sign the order, the system will capture the face and leave the bottom; when the customer signs the bill, the real-name authentication will be implemented through the all-in-one machine, and the ID card information will be uploaded to the business system for risk verification; the supervisor will report the alarm according to the risk control. Or inspect and analyze the face recognition results of the transaction customers and visiting customers, combined with the business flow, and comprehensively judge whether to fly orders, wash customers, and intercept customers.
Zhang Fuhai introduced that the face recognition system can realize the analysis of the characteristics of visitors, such as: age, race, gender, expression, whether glasses are worn, frequency of visits, etc. At the same time, it can also realize visitor flow analysis, count the number of personnel visiting at different times and different case sites, and provide data support for the formulation of cyclical marketing strategies.
Cui Yong, a pre-sales expert at Yuncong Technology Beijing Branch, said that they provide face recognition system services at the sales office to a number of well-known real estate developers. Their face recognition system can also generate panoramas and small videos of customers' face photos for later judgment and screening.
Cui Yong also introduced that developers chose face recognition systems to save commissions for themselves. In this regard, the developer invested 100,000 yuan in a sales office for the installation of the face recognition system, "as long as four or five flying orders are identified, the developer can return the cost." Therefore, many developer customers will take the initiative to cooperate with us. ”
According to the official website of the cloud technology, the face camera they displayed can reach the average time of single recognition of 200ms, can detect more than 100 face targets at the same time, support age, gender, expression, mask and other face attribute detection, and achieve more than 99.8% capture accuracy. In addition, the front-end recognition mode supports 300,000 face bottom library, and the back-end recognition mode supports 1 million face bottom library.
The face recognition system has entered the mall storefront
Huangfu Tiejian, a salesman of Yuncong Technology, told the Beijing News that in addition to cooperating with developers, they also tried a lot of cooperation in other business scenarios, such as the storefront of a shirt brand in Beijing, and also used the company's face recognition system for customer identification and employee management.
Gome is also one of the partners of Cloudcong Technology.
"They have a store in Madian Bridge, and we installed multiple face recognition cameras for them last year for footfall analysis. The trajectory of consumers after entering the store will be recorded for systematic analysis. Huangfu Tiejian introduced that the face recognition system in this store will count which store consumers stay the longest, which can play a role in assisting sales.
On April 7, a reporter from the Beijing News came to the vicinity of Beijing's Madian Bridge and found that Gome's Dazhong Electrical Appliances had installed multi-channel cloud-derived face recognition cameras from technology. In the Shijingshan store of Dazhong Electric Appliance and the CCTV Tower store, there are also cameras of "Cloud From Technology".
The manager of the Shijingshan store of Dazhong Electric Appliance told the Beijing News reporter, "We have cameras for passenger flow statistics in our company, and we need to consult Dazhong Electric Appliance Company for specific matters." ”
On April 8, Xu Kai, director of the props department of the decoration department of Dazhong Electric Appliance Company, told the Beijing News that the Shijingshan store of Dazhong Electric Appliance has a camera of "cloud from technology", which is in good operation and is used for daily passenger flow statistics.
Xu Kai said that Dazhong Electrical Appliances is only a branch of Gome Group, and Gome headquarters has installed some cameras for passenger flow statistics at the entrance of some of its stores, and the functions of face capture and passenger flow statistics are uniformly equipped by the headquarters and controlled by the headquarters.
On April 9, the staff of the store management department of Gome headquarters told the Beijing News that their company is in contact with some camera manufacturers, and some stores are working on projects that include face recognition and passenger flow statistics functions, "At present, the most worrying thing is to infringe on the privacy rights of customers." ”
Xue Shouzheng of the video shopping guide department of the gome headquarters store operation system told the Beijing News reporter that some of their stores have face recognition equipment, which was originally intended to do face recognition in the store, so that the device can identify gender, age, number of visits, etc. However, after the exposure of CCTV's "3.15 party", a notice was issued on March 16, so that all stores across the country shut down the face recognition equipment, "there is no work, the power supply and network cable are unplugged." ”
In fact, the collection of face information is prohibited or restricted, and the relevant departments have begun to take action.
At the end of 2020, the Office of the Nanjing Leading Group for Promoting the Stability and Health of the Real Estate Market issued a relevant notice in the form of internal documents, prohibiting the collection of face data at the sales site of commercial housing, and requiring relevant departments to check and comb, and found that immediately supervised rectification.
On April 2, Ms. Zhang, a staff member of the Nanjing Municipal Housing Security and Real Estate Bureau, told the Beijing News that at the end of last year, "there was such a verbal notice." ”
Similarly, tianjin's Social Credit Regulations, which came into effect on January 1, 2021, also have restrictions on the collection of face information.
Li Xianzhi, a lawyer at Shandong Haocai Law Firm, told the Beijing News that the supervision and management in the process of personal information processing, that is, the collection of personal information should follow the principle of "legality, legitimacy and necessity" and obtain the consent of the parties; The use of personal information shall follow the principle of ensuring security and shall not be disclosed, sold or illegally provided to others; When personal information is infringed, the business operator shall bear the corresponding tort liability.
Beijing News reporter Liu Ruiming intern Zhu Shichen
Edited by Gan Hao
Proofreading Janin
Source: Beijing News