Self-service kiosks have become a staple of fast food restaurants, offering convenience and a streamlined ordering process. While these touchscreens have transformed the front-end experience, they have also created some unforeseen challenges for kitchen staff and operations.
Fast food chains such as McDonald’s have adopted this technology to reduce labor costs and improve customer service, but the results have been mixed. These mixed results highlight some of the unintended consequences of automation, according to CNN, which used expert interviews, data from industry analysts, and real-world examples from major fast food chains for the article. It is said that they were used in combination. CNN also featured insights from data analytics firm Placer.ai on how kiosks are impacting workforce relocation and restaurant operations.
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Increased burden on kitchen staff
One unintended consequence of self-service kiosks is increased pressure on kitchen staff. Because customers take the time to explore the menu and customize their orders, they tend to order more food than traditional cashier orders. This means that during busy periods, more complex and larger orders often arrive at the kitchen all at once.
For kitchen staff, this translates to an increased workload and the need to manage more detailed orders more quickly, leading to delays and increased stress. So instead of easing operational burdens, kiosks can shift them to the back of the restaurant. The expectation that automation will relieve pressure is only partially accurate, especially in high-traffic areas.
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Encourage customers to spend more
A notable (and positive) consequence of self-service kiosks is their impact on customers’ spending habits. Visuals that make add-ons and upgrades more visible often encourage customers to buy more than they would if ordering in-person. From additional sides to dessert suggestions, kiosks subtly encourage larger orders and increase average ticket size.
While this is a positive outcome for your bottom line, it also increases the workload on your kitchen and can lead to longer wait times during peak times.
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Lessons for future automation
Experience with kiosks provides valuable insight into other fast food technologies, especially artificial intelligence (AI) in drive-thru lanes. As chains experiment with AI to improve efficiency, it’s important to understand the potential for unintended consequences, such as increased stress on the back end or changes in customer behavior.
Although kiosks have improved the ordering process for customers, the strain they place on other parts of the business demonstrates the need for careful planning when integrating new technology. Industry experience with self-service kiosks shows that efficiency gains often come with trade-offs, providing lessons for the future of automation.
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Read more: CNN
