There’s no denying automation is taking over, and not just in factories — it plays an increasingly important role in our day-to-day life. Hospitals are automating their appointment scheduling, cinemas are automating their ticket sales, and restaurants are automating their ordering process. Food chains like McDonald’s, Subway and Panera have been using self-ordering kiosks for some time now, and KFC and Wendy’s also plan to expand the role of kiosks in their stores.
Many have expressed concerns that the rise of automation in restaurants has a negative impact on customers’ experience because it limits human interaction and makes it difficult for customers to develop brand loyalty. Some also worry the absence of that “human touch” may even cause unhappiness and loneliness in people. But is this really the case? Do we lose that essential “human touch” in our life and become overwhelmed by loneliness because of automation?
Let’s examine what self-ordering kiosks are doing for restaurants. Those worried about automation causing the loss of brand loyalty seem to overlook how it can actually bring in more customers by streamlining the dining experience. Self-ordering kiosks eliminate lines and significantly reduce wait time. They also ensure accuracy in orders by eliminating human errors made by cashiers. Importantly, when customers order at their own pace with self-ordering kiosks, they are in control of their restaurant experience and can feel empowered.
Customer satisfaction is likely to increase as ordering is automated at restaurants. And since automation also speeds up the ordering process, restaurants can serve more customers in the same amount of time, and thus increase revenue.
What about human interaction, then? Since automation speeds up ordering, customers can spend more time — time that otherwise might have been spent on aimless waiting — on more important activities and more important people. People with short lunch breaks, for instance, probably want to spend more time chatting with friends and colleagues rather than telling a cashier what they want to order or waiting on a long line to do so. The thing is, quality time with friends and family is more beneficial for our mental health than random engagements with strangers like cashiers.
A decrease in human interaction between customers and employees is not a bad thing when it means a better customer experience and more customers served. The loss of that “human touch” between customers and cashiers at restaurants can be filled with more time spent with loved ones. So does automation leave us unhappy and lonely? Not necessarily.