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COVID-19 may push retailers to use voice assistants instead of touch screens

September 23, 2020


While it’s no longer thought to be a primary source of transmission of the novel coronavirus, people are still thinking twice before interacting with public touch screens. Throughout retail, some are seeing voice-driven technology as a perfect solution that lets customers interact with automated kiosks while keeping their hands to themselves.

Circle K, Delaware North, Dunkin’ and White Castle are a few of the retailers who have entered into an agreement with MasterCard to pilot a voice ordering artificial intelligence (AI) for their restaurant drive-thrus. The solution allows customers to speak in natural language and is capable of processing complex orders and substitutions as if the customer were speaking with a human being.

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