The retail and dining sectors are increasingly adopting automated technologies to enhance customer experience and operational efficiency. A recent survey from Software Advice, which gathered insights from over 2,000 global consumers, found that 72% of people are using automated services like self-checkout and contactless payment. This trend is driven by consumers’ craving for speed and convenience, with 73% of them preferring to minimize their time in grocery settings and over half desiring quicker visits to other retail stores.Automation has been most warmly embraced at the point of sale, with swift checkouts and payments being a clear priority for shoppers looking to expedite their in-store journey. Nevertheless, the extent to which customers are ready to accept automation varies across different service areas. In particular, there’s a significant preference for human interaction in dining scenarios, but less so within retail and grocery environments.
Balancing Automation with Human Touch
In the world of consumer service, automated systems are gaining traction, but there’s significant pushback from customers who wish to maintain human interaction. About half of restaurant-goers are receptive to AI ordering for its time savings and personalized menus, yet skepticism persists. Only about a third of shoppers are on board with the notion of businesses relying solely on automation for personal service. People are slightly more amenable to machines handling returns and refunds.Privacy concerns accompany the growing acceptance of automation. The pervasiveness of AI, especially with technologies like security cameras monitoring self-checkouts, has made shoppers more aware and cautious about how their data is managed and their actions are scrutinized in public spaces.In essence, the consumer market is advocating for an equilibrium between the efficiency of automation and the invaluable touch of human service. While technology propels advancements in retail and dining, a thoughtful blend is demanded to ensure customer satisfaction and trust.
