Scenes portraying robots taking over human civilization are rife in ultramodern and futuristic movies. And as more automated self serving kiosks emerge, it becomes even more believable. Automation technologies like these minimize face-to-face interaction, making this innovation a hot topic, especially in customer service where real-life human encounters are highly valued.
For many people, the prevalent use of self-serving kiosks also creates an underlying concern on machines and technologies as alternatives and threats to human interaction. But is it really? Are tech and machines disrupting opportunities for authentic human connection?
Automation, Self-Service Tech, and Its Many Faces
Self-service technologies have been around since the 1940s in the form of vending machines that dispense everything from candies to coffee. Then, by the 1960s when machine-learning and digital tech emerged, banks started to use ATMs for ease of cash withdrawal. Today, there’s a wealth of self-service technologies available for use to aid speed and efficiency in daily transactions. The most common of which are the following:
- Chat-bots – Website visitors can post their queries via the chat-bots for details about schedule availability, product features, and FAQs.
- Self-service checkout counters at grocery stores – This saves shoppers time in queuing up at the checkout counters.
- Airport self-service – Self-check-in counters are well-loved for light travellers as it saves them time from falling in long lines along with travellers with multiple pieces of luggage for the baggage drop.
- Self-ordering kiosks at restaurants – This tech boosts operational efficiency as customers will only need a couple of minutes to scan the menu, choose their food, and swipe their card to place orders. Customers can then say goodbye to long queues waiting for other diners who might need more time to decide on their orders.
- Self-service parking – Self-service parking systems shorten the time it takes to find a space. Plus, it usually comes with an automated or digital payment option, which is more convenient for drivers.
- Hotel automated service on-site and online – Hotel bookings can now be done via self-service features online. Plus, while on-site, guests can check-in, check-out, or pay via the self-service kiosks.
- Self-service refueling stations – In some countries and states, the price per gallon of gas at self-service stations is 4-5 cents lower than at full-service stops.
- Ticketing kiosks – Bus and train stations, as well as ports, theatres, and sports arenas, now use self-service ticketing booths for the same purpose of speeding up entry of guests.
The Beauty and Benefits of Automation
The use of automated self-serving kiosks might have replaced real-life encounters with customer service reps, but it doesn’t eliminate the presence of agents. In many establishments, there are still reps that assist and oversee the guests in using these kiosks. This technology is used and well-loved for the following reasons:
- Adaptability – Self-service kiosks could be adjusted and reprogrammed to meet your growing business needs. Payment, direction maps, booking, and inquiry features could be added and updated one by one.
- Profit Increase and Better Customer Service – Undoubtedly, this tech has been proven to increase profits through an increase in sales, customer satisfaction, speedy transactions, and brand loyalty.
- Resource-efficiency – Specifically, the use of self-service kiosks saves staff time, which could otherwise be used for other priority tasks.
Why Automation Isn’t the End of Meaningful Human Encounters
Yes, self-service machines might have taken a lot of tasks from humans. However, for many organisations, this transition only supports their innovations in reassigning employees to more meaningful work. Besides, this also affords many customer service reps additional rest days and a lighter workload.
Autonomy doesn’t diminish the innate need for human encounters. But with the rise of self-service tech, people can expect that meaningful and authentic human transactions can no longer be found in traditional areas where customer service reps used to frequent. It can be found somewhere else where it really matters, such as at crisis support desk and lounges. These are the areas where people really need the warm, caring, and vibrant presence of employees.
Conclusion
Ultimately, the use of automated self-serving kiosks in organisations can help push for growth. At the same time, it also ushers in a new way of handling a workforce and workload. And as tasks and assignments for customer service reps change, so does their way of showcasing their skills and way of working.