Recently, there has been a lot of talk about the introduction of robots in various industries, from hospitality to retail. Foodservice is also experimenting with this technology, with Asia leading the way with mixed results. These robots have an optical sensing system that allows them to navigate the restaurant and can interact with customers in scores of different ways. Some restaurant owners tout the benefits, while others have reverted to human staff or had to close their doors due to incompetent robot service. However, as technology advances, robots may become a viable option for foodservice operators.
Robotic technology has historically been met with both enthusiasm and apprehension. Numerous science fiction stories warn of the dangers of artificial intelligence, and citizens fear possible job losses.
Advantages
Although they may seem unusual now, non-human waiters have advantages. Employers don’t have to worry about hiring, sick leave, vacation or human error. It will provide a consistent brand experience with strong customer appeal. It is said that labour costs will also decrease, which is a strong selling point when the minimum wage increases.
In China, robot restaurant are said to be cheaper than the annual salary of a human waiter. Robots can also be used for cooking and food preparation, and over time they will be able to do more, such as washing dirty dishes or delivering food to hungry customers.
With current labour shortages forcing companies that previously paid minimum wage to offer up to $18 an hour for labour, the cost of the machines may be increasingly attractive to businesses looking to save in the long run.
Disadvantages
There are some obvious disadvantages to using robots. However, in their current state, the robots used in some Chinese restaurants are less coordinated than humans: they move slowly to avoid collisions and are often unable to steadily pour drinks or carry things like soup. They may also fall apart and have limited interaction with customers.
Robots with revolutionary communication skills are able to sell and communicate seamlessly with customers. However, they could easily be replaced by more effective non-verbal digital applications. Robots also need time to adapt before they are accepted as a mainstream technology. Robotic technology also raises ethical concerns, as job loss and societal consequences are important issues to consider.
Social Acceptance
Adopting new technologies by companies can be a lengthy process. According to an associate professor at a renowned University, it will take about 40 years for society to fully embrace robotic waiters as a dining option. If this shift occurs, restaurant staff may become more relational than operational, much like bank staff had to adapt to the introduction of ATMs.
Human-like waiter technology may still need improvement, but great progress is possible in a short period of time, as seen in the development of computers and cell phone technology. As this technology becomes more common and already used in many industries, it is also likely that robotic processes will be integrated into mainstream food service before long.
Maybe a technology that doesn’t mimic human waiters but does the job in its own unique way will take off. Robot waiters have both advantages and disadvantages, and it will take some time for society to adopt them. It will be fascinating to watch how this innovative technology develops.