Dear MEL Topic Readers,
The humans are rejecting the machines that were supposed to help them
Nowadays, most fast-food restaurants and coffee shops have touch kiosk
screens or QR codes to take orders and process
payments. At many supermarkets and convenience stores, shoppers pick up merchandise,
scan the items, put them in bags, and make payments all by themselves. Customers
are rarely greeted or thanked by humans. Fast food and retail businesses have
automated these processes to improve efficiency, believing that customers would
be pleased by machines. However, these touch screens and QR codes don’t seem to
have made these processes any faster or the shopping experience any better. Actually,
customers have missed the chance to be greeted, supported, or appreciated by
human staff, and businesses have realized that customer engagement is valuable to
customers’ experience. Indeed, good employees are not just labor costs but a valuable
resource and asset for businesses. Then will smiling humanoids provide better
customer experiences than kiosks?
Read the article and think about what you expect and get when you shop
at a fast-food restaurant or supermarket.
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