Restaurant technology isn't replacing humans yet

Yahoo Finance ^ | Sept 29, 2014 | Chris Nichols

[Vince Ferrer]

At Panera Bread (PNRA), you're getting the option of dealing with a kiosk at the store instead of a cashier. Visit the local Chili's and you'll see tablets at the booth to help with orders. If you find the Domino's (DPZ) app too reliant on buttons, don't worry -- you can start interacting with a computerized voice.

[Vince Ferrer]

If there is no line, it's not clear that the kiosk will save much, if any, time. It's also not clear how the stores will prevent lines from building at the kiosks themselves. Of course, some people will simply prefer the new technology either way, and if it leads to more lunch orders overall, Panera's popularity "problem" would be a nice one to have.

So it might help out during busy times, and maybe it will reboot Panera's traffic growth, but even with the conveniences, it may not be for everyone.

The author really doesn't understand the problem restaurants are trying to solve. They haven't replaced people yet, but over time, when customers get used to using them, is a completely different matter. And they will work really well as strike insurance.

[Don W]

I see a whole lot of denial in the story. Of course there will still be staff, but they won’t be needed for orders. thye will be there to bring the food, any refills and do the final cash-out. the tablet will do the rest.

Welcome to the $15/hour minimum wage world...

[Republican Wildcat]

Push through the increase in the minimum wage and you’ll see this trend accelerate - for the restaurants that remain open, that is.

[freedumb2003]

>>The author really doesn’t understand the problem restaurants are trying to solve. They haven’t replaced people yet, but over time, when customers get used to using them, is a completely different matter. And they will work really well as strike insurance. <<

2 words: Opportunity Cost.

If burger slingers get $15 an hour compared to a machine that can do it for $12 is a really dang good deal. Lower per hour cost, no benefits, no calling in sick (the contract will ensure a specialist will be on call with a 20 minute response like we did in the old Mainframe days).

The $15/hour fast food wage will ensure there will be few, if any, fast food jobs available — not now but forever.

[tumblindice]

“Sugar? Why, yes. Just stick your finger in it darlin’.”
I don’t think I can say that to a robot.

[cynwoody]

I've actually used the Panera app, on their in-store kiosk (an iPad with a card swipe glued on). It works really well. You can see the item and all the variations, and you have time to select what you want without worrying that you are wasting the next customer's time (iPads are cheap; humans are expensive).

It's far superior to waiting behind their interminable old-technology order-taking process. Don't know why this is ... complicated menu, stupid customer, idiot crewmember following upgrade script? Whatever, I know what I want, and I want it now!

The article did identify a bug, however. If you order from a human, it asks you your name for the order. The app, however, reads track 1 from your credit card and uses that. That's obnoxious. The app should include a dialog where your name from track 1 is shown and editable before placing the order.

[DaveA37]

“Restaurant technology isn’t replacing humans yet”......

The KEY WORD in that statement is “YET”. It is only a matter of time and those who are still working in the field of automation will develop and produce the necessary equipment to replace those $15.00 burger flippers. Not only will the new technological machines make and serve the foods, I predict the machines will be able to understand and speak several languages to boot. For the “nay sayers”, just wait a while and the word “YET” will be a thing of the past.

[freedumb2003]

>>The article did identify a bug, however. If you order from a human, it asks you your name for the order. The app, however, reads track 1 from your credit card and uses that. That’s obnoxious. The app should include a dialog where your name from track 1 is shown and editable before placing the order. <<

That isn’t a bug, it is at worst a feature. A bug is when the system does not execute per the specifications. Per your description the system is executing flawlessly.

What you are requesting is an enhancement.

[trisham]

And they will work really well as strike insurance.

*******************

Exactly right.

[GailA]

If I want that type service I go to Ryan’s style place. Which with my health, I don’t risk, to many snotty nosed kids sneezing and coughing over the food and those germ shields are worthless. Those refill people get a couple of bucks for bringing a cup of coffee. That is all their service is worth tip wise.

I want a real sit down restaurant, where I am waited on by a person when we do go out to eat, which is seldom. These wait staff work their tails off if they want a good tip. And hubby tips 15% or more for service.

BTW word to the wise, if you come to Memphis, TN AVOID the famed Rendezvous restaurant. Slow service, over seasoned, tough, little meat, COLD ribs, runny mustard coleslaw, and cold FF. Served on paper plates with plastic utensils. This is the place Pres. GWB took that Japanese guy who liked Elvis so much. Go down to Huey’s for a great hamburger. Want great ribs go to Corky’s or Long Horns.

[GailA]

When cars started replacing horse and buggies, the buggy whips became obsolete. Same thing will happen with the burger slingers. And they do not have the education to do any thing else.

[OldNewYork]

Stick around a bit, particularly around the restaurants with assembly lines and staff demanding $15 an hour.