The adoption of automation in retail and restaurants is a topic of interest for consumers worldwide. Let’s delve into the findings from the recent survey conducted by Software Advice:
Consumer Acceptance:
72% of consumers are already users of automated technologies, including self-checkout, curbside pickup, and contactless payment.
73% of consumers prioritize swift in-and-out experiences at grocery stores, and 52% express the same preference for other retail stores.
Benefits of Automated Tech:
Consumers appreciate the speed and convenience that automated tech brings to in-store shopping and restaurant ordering.
Human-centered customer service remains crucial, especially in restaurants.
Views on Automated Food Preparation:
55% of global consumers find automated food preparation unacceptable for both quick-service and table-service restaurants.
However, some diners are more open to robot servers in quick-service (30%) and table-service (10%) establishments.
AI Tools for Ordering:
Nearly half (49%) of restaurant visitors are likely to order food through an AI tool (e.g., chatbot or drive-thru).
AI can enhance wait times and provide personalized recommendations based on past orders.
Personalized Recommendations and Automation:
Only 33% of consumers find it acceptable for businesses to exclusively use automated tech for delivering personalized recommendations.
A slightly higher figure (35%) approves of full automation for returns, exchanges, and refunds.
As technology continues to evolve, finding the right balance between automation and personalized service remains essential for businesses.
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