Touch-screen kiosks now take orders in fast-food restaurants, self-checkouts line the exits of supermarkets and many bank branches have replaced counters with machines. Although this trend offers clear benefits, I believe its disadvantages are slightly greater, unless businesses continue to provide human help.
From a business perspective, the advantages are significant. One employee can supervise several self-checkouts, so a supermarket can serve more customers with fewer staff and lower wage costs. Machines do not need breaks and can operate late at night, allowing branches to stay open longer. Many customers also appreciate the speed. A person buying two or three items can pay in under a minute rather than waiting behind a family with a full trolley, and some people simply prefer not to make conversation when they are in a hurry.
However, the drawbacks affect a wider group. Not everyone is comfortable with technology: older customers, people with poor eyesight and those who cannot read the local language often find these machines confusing and stressful. When a scanner fails to recognise an item, the customer may still have to wait for an assistant, so the promised speed disappears. There is also a cost to society. Checkout and counter roles have traditionally offered flexible, entry-level work to students and parents, and these opportunities are steadily disappearing. Finally, for lonely people, a brief chat with a cashier may be one of the few conversations they have all day.
In conclusion, self-service technology brings efficiency and savings, but these gains come largely at the expense of vulnerable customers and workers. I therefore believe that the disadvantages slightly outweigh the advantages, and that businesses should always keep staffed counters available for those who need them.