I have often written about technology, robots, and AI. See The Coming Automation (November 2017) Technology Changing Work (November 2018) and The Gig of Participatory Democracy (December 2020). I have predicted various cost-benefit analyses impacting the workplace as tech is adapted and adopted. The self-service kiosk was one of the earliest of these. I anticipated that in the ordering paradigm (food), jobs would be lost to these wonders.
Yahoo News recently republished a CNN piece that takes issue with my fears. The analysis is in from one fast-food organization that shifted significantly to the kiosk model. Its data does not support my fears. The kiosks have supplemented human labor, and altered assignments, but not eliminated jobs. At least, that is, as of yet. It notes similar outcomes in the past with adoption of such tools as automated teller machines (ATM) and other technology.
The authors note that the result is surprising. I am apparently not the only one who suspected or feared coming job loss. The data apparently supports that kiosks are better at selling the product than a person has proven to be. They are not troubled by the long line at the register and so the kiosks strive to upsell a shake or side to go with that burger or meal. That, the authors note, drives up sales, and there is more preparation and serving work to be done as a result.
As a result of business evolution, the article says that those no longer needed in the order-taking are involved instead in the preparation of orders, delivery or serving, and facility cleanliness. The suggestion is that "fast food" will now be even faster due to the streamlining of these functions.
But, there remain critics. One cited by the Yahoo article says that kiosks don't always speed the process or encourage the "upsell" (that extra shake or side). The authority there says that when people have someone behind them at the kiosk, "they experience more stress when placing their orders and purchase less food." I have personally experienced that anxiety.
There is, it seems, both good and bad. Some of the kiosk "stress" may be lack of familiarity. Perhaps as we all become more kiosk-acquainted we will become more kiosk-comfortable? And, as we become more calorie conscious, perhaps the milkshakes will not be so alluring regardless of whether a man or machine is suggesting it? That said, the ice cream does look great in the pictures on the kiosk. Can the kiosk tell us, again and again, “sorry, the ice cream machine is down?” (Asking for a friend).
I was pleased recently to find myself at such a fast food outlet in Poland. After monotonous days of the challenges of a diet replete with European continental delicacy and treat after treat and delicacy, there was some admitted desire on my part for a return to the American fare. A particular soda on ice with a side order was truly appealing. (FYI, finding a cold, iced, soda in Europe is right up there with winning the lottery in my book).
I placed my order at a kiosk. I had to put in my name so they could call me to the counter for payment and pick up. I waited. Then I waited some more. I became weary of waiting, so I merely paused persistently in expectation of my order.
Eventually, I put the Kiosk-generated receipt in a trash bin and hit the highway again. I suspect that order has still not been called by the counter help in that particular store. In fairness, that place was immaculate. But what good is clean if you cannot get a soda and fries in fifteen minutes?
The Yahoo article notes that many Kiosks are equipped to do more than take an order. Some "are now rolling out kiosks that can take cash and accept change." So, had I been at one of those, my choice would have been harder - abandon my already-paid bill to hit the road or remain standing there. For the price of fries and a soda, over $6.00, I might still be there even today. $6.00? This inflation is really something.
So, the article supports that we critics and naysayers were not necessarily "right" about the consequences of kiosks on the fast food environment. However, I remain unconvinced I was wrong either.
I see a day with increased kiosk capability (taking the payment in card or cash or app). I see a day when a QR code dispensed by that kiosk gets me the cup for a self-serve soda. I see a day when the trip from the make table to the counter may be roboticised as a matter of course.
But, on one point, I agree wholeheartedly with the article's sources. The key to the success of any adaptation is communication and familiarity. No change is going to be instantly adopted and adored by the masses. People hate change. Period. End of discussion.
That said, some are more amenable than others. Some are more adventurous. The change will come and through evolution rather than revolution, we will find ourselves one day content with kiosks, robots, and more.
Our acceptance or resistance will influence the marketplace of products, services, and ideas. We will be given opportunities, and some will thrive. Progress will come whether we like it or not, much like Christmas came to Whoville despite the dedicated efforts of the Grinch (How the Grinch Stole Christmas!, Cat in the Hat Productions, 1966).
There, the Grinch was disappointed his prognostications and predictions bore no fruit. Similarly, our anticipations and beliefs may or may not be accurate as this evolution proceeds. Nonetheless, the road will bring change. Adapt, avoid, or at least step to the curb so you aren’t hurt.
