Restaurants and Robots

Simply, the digital economy is economic activity that is a product of online hyperconnectivity. That is, the interconnectedness of the internet, internet of things (IoT), mobile technology, machines, organisations and people (Deloitte, 2019). The digital economy is transformational in nature – it has and will continue to undermine conventional conceptions regarding business structure and the way consumers acquire information, goods and services (Deloitte, 2019).

The digital economy and emergence of new technologies affects us all in various circumstances that we tend to keenly adopt and then disregard as the ‘norm’. It is primarily when discussions surrounding how artificial intelligence (AI) will impact us, namely the loss of jobs to robots or the concept of neo-slavery, we begin to have doubts. Although some would assume the loss of jobs to robots is an unprecedented notion, I would argue that we must consider the position society is already in and the direction in which we are moving. Let us consider the way digital disruption can and has influenced the role of a waiter – a job largely considered as menial, requiring little technological skill. A job most people have experience with, either by means of employment or by dining out.

I am going to begin with a much-loved example – JD Wetherspoons. Although not a typical restaurant experience in which customers receive full table service, JD Wetherspoons have been at the forefront of innovative service. In 2017, the “Order & Pay” mobile app was launched for customers. An extremely accessible customer-based digital adaptation to JD Wetherspoons business model helped optimise the ordering process. The app allows customers to order what they like, whenever they like – no queues necessary! This is particularly useful as long queues deter around 79% of consumers from ordering food or drink (Mintel, 2017). Hence speed of service remains a prominent issue. As we experience technological and digital developments in our everyday life, we have grown accustomed to certain standard and speed of our online ventures. Perhaps this means our patience is wearing thin, but JD Wetherspoons’ attempt to combat slow service digitally should be considered highly successful. As well as increasing waiter productivity, the app has also managed to increase sales non-conventionally. A trend emerged in which JD Wetherspoons patrons use social media to promote which restaurant branch they are in, as well as their table number in attempt to receive free drinks from others (Borland, 2019). Other than free drinks, people are commonly gifted with ‘comedic’ items they would not normally purchase, like peas, yet this all adds to the increased sales and revenue. Which as we all know, is the ultimate aim of business.

Future directions restaurants may take is the possibility of pre-ordering your meal via an app. Incorporating IoT further into restaurant business models may become an economical ‘perishable inventory’ strategy. Restaurant managers may be able to predict stock requirements more accurately, reducing the amount of waste and obsolete inventory, whilst boosting net income. Meanwhile, waiters will be less likely to disappoint customers by advising that a specific meal is out of stock, whilst delivering speedier service.

From a business perspective, use of this technology can greatly enhance human performance. But does this mean that those working in the hospitality industry are safe from technological advancement or AI replacement? I would argue that, with a more efficient waiting service in place, restaurant owners are likely to consider employing less staff. Clearly, this would result in greater net profit. But is this a catch 22? Would this result in slower, poorer service? Or would service quality remain stagnant, getting no better or no worse than it is today?

I will leave you with this – robot waiters. In 2018 a pop-up café in Tokyo trialled a team of remote-controlled OriHime-D robots as waiting staff (Fleming, 2018). These robots were controlled through tablets by disabled people who received video and audio of the café. The project was created in effort to use technology to combat social isolation. But importantly, it gave disabled people a chance to work. Use of robot waiters could also be targeted towards the ageing population. If ‘retirement age’ legislation continues to increase, and the ONS is correct in assuming that those born in 2020 will be economically active into their 80s, then any job role undertaken would have to be suitable from a health and safety context. Unfortunately, as we age our body declines physiologically, thus will our efficiency at being “economically active”. Therefore, technology such as robot waiters could provide an alternative, but efficient style of working for the elderly.

Job loss by AI is usually polarised negatively: it will hit unskilled workers and the poor the hardest; jobs are hard enough to acquire as it is. But could job loss to robots actually provide an opportunity to help the disadvantaged? Could AI create job positions for people usually not given the chance? Could this become the norm? Or will our desire for “the human touch” prevail. Creating an inviting atmosphere is fundamental for restaurant success and is largely down to the waiters as they try to connect with their customers. Having soft skills, such as the ability to show empathy, adaptability and understanding to all customers is something that may need a human face.

References

Borland, H. (2019, March 15). Cheeky Pint: How cheeky pub goers are using Wetherspoons’ app to get FREE drinks. The Sun. Retrieved from https://www.thesun.co.uk/money/8644836/cheeky-punters-wetherspoons-app-free-drinks/

Deloitte (2019). What is digital economy? Unicorns, transformation and the internet of things. Retrieved February 6, 2020 from https://www2.deloitte.com/mt/en/pages/technology/articles/mt-what-is-digital-economy.html

Fleming, S. (2018). In this Tokyo cafe, the waiters are robots operated remotely by people with disabilities. Retrieved February 6, 2020 from https://www.weforum.org/agenda/2018/12/tokyo-cafe-waiters-robots-disabilities/

Mintel. (2017).  Attitudes towards Leisure Venue Catering – UK – June 2017. Retrieved from https://academic.mintel.com/display/838011/?highlight#hit1

Vinothan Strange. (2019, March 15). OriHime-D Service Robots (Vinothan Strange) [Video file]. Retrieved from https://www.youtube.com/watch?v=VPQTeIWugJ4

Images

1. White, C. (2017, March 13). Hold the phone… Wetherspoon’s has an app to let you order from your seat. The Metro. Retrieved from  https://metro.co.uk/2017/03/13/hold-the-phone-wetherspoons-has-an-app-to-let-you-order-from-your-seat-6506880/?ito=cbshare

2. Fleming, S. (2018). In this Tokyo cafe, the waiters are robots operated remotely by people with disabilities. Retrieved February 6, 2020 from https://www.weforum.org/agenda/2018/12/tokyo-cafe-waiters-robots-disabilities/

3. Fleming, S. (2018). In this Tokyo cafe, the waiters are robots operated remotely by people with disabilities. Retrieved February 6, 2020 from https://www.weforum.org/agenda/2018/12/tokyo-cafe-waiters-robots-disabilities/