self@@?

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it's 40% QSR in the United States using self-order kiosk per 2023. Some specialty cafe started adopt too, mostly for reduction queue and upsell.

But I'm skeptical: specialty coffee culture isn't partly about barista interaction to customer, about story, about reconciliation. If replaced by kiosk, would it kill the element that makes specialty different from a regular drive-thru?

There's already been a significant implement technology in the cafe and can tell me the impact on customer satisfaction and revenue?

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that kiosk works so hard for the highest-volume cafe that the customer already knows what to do. for the custom specialty comes due to experiment and guidance, the kiosk cuts the main value proposition.

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there is middle ground: kiosk for regular order, barista fixed available for consultation and recommitation. shouldn't either-or.

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it's a sensible model. transactional handling technology, human handle experiment. but it takes a more focused training barista to consult role not just operational.

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i've been to a cafe that uses fully automated machine. coffee's okay, but something's missing. can't express it rationally but experiment is different.

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the upsell data from the kiosk was impressive. McDonalds AI kiosk experiment at multiple locations shows order average value is up 15-20%. But the context is fast food, not specialty.

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labour cost it's real consideration. In Indonesia with current wage the calculations are different from America or Singapore. ROI kiosk here may be much longer.

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this is what's frequently forgotten: benchmark technology from other markets must be adjust to local conditions. labour cost and custom expectations of Indonesia are different.

self@@?

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