Restaurant chains have started making use of kiosks for customers to order their meal. By removing the human element from ordering and payment processes, restaurants can speed up the process, enhance customer experience, minimize errors, and improve business efficiency
FREMONT, CA: Improving customer experience is of prime importance across all businesses and organizations are giving it their best to achieve the same. The retail and hospitality industries have also begun weaving the IT mix into their operations to serve their customers better. Facial recognition technology used by retailers to optimize ordering and checkout process is now being leveraged by hotels and stores as well. Eye-tracking software helps retailers improve their user interface on e-commerce websites as well as in physical stores, simplifying the process of product mapping and placement on store shelves.
Restaurant chains have started making use of kiosks for customers to order their meal. By removing the human element from ordering and payment processes, restaurants can speed up the process, enhance customer experience, minimize errors, and improve business efficiency. Furthermore, integrating digital rewards programs into kiosk systems can attract new customers while also keeping the existing ones loyal.
Facial recognition is a fragile ecosystem, where customers can often show concerns over the privacy of their data. This makes customers hesitate to make use of new technology. Studies show that only 20 percent of customers at restaurants opt for facial recognition for order and checkout. In contrast to the millennial generation, older customers are more hesitant to share personal data. This resistance on the customer's part becomes a hindrance to the widespread adoption of innovative technology. Specific customers can be agnostic on new technology such as biometric IDs and often prefer human interaction during the purchase for enhanced trust.
Organizations can also make use of various computer vision tools that enable automated age verification for products and services that fall under the age-restricted bracket. Such niche applications help to improve efficiency as they tend to be more accurate and reliable than humans. Biometrics, in general, have made a mark in the industry for matching customers to loyalty memberships and enabling quicker checkouts.
Facial recognition, despite being a significant advancement of technology, has a steep path to acceptance in retail among customers. Other options, such as palm recognition, which are less intrusive, can be used for payments. AI-driven biometrics to identify individuals is the future of the retail sector and will continue to develop new ways to take the retail industry forward.
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