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Robotics Businesses

More Fast Food Restaurants Are Now Automating (qz.com) 440

An anonymous reader writes: Wendy's is adding self-service ordering kiosks "to at least 1,000 restaurants, or about 15% of its stores," reports the Los Angeles Times, while McDonald's and Panera Bread are now planning to add kiosks to every restaurant. "Lots of restaurants, not just fast-food chains, are really trying to mitigate the costs of higher wages," says one market research firm, while also citing a survey which found 40% of millennials willing to use kiosks (compared to 30% of restaurant-goers overall).

But in some cases this means more work for human employees. Quartz points out that McDonalds doesn't plan to reduce its workforce after installing kiosks, and Panera Bread "has said that at some locations where it has ordering kiosks, it has actually increased human hours to help the kitchen keep up with the higher number of orders that come in through the more efficient ordering system."

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More Fast Food Restaurants Are Now Automating

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  • First (Score:5, Funny)

    by Anonymous Coward on Sunday March 05, 2017 @11:38AM (#53980109)

    ... automated post.

  • by Anonymous Coward on Sunday March 05, 2017 @11:40AM (#53980117)

    after going to japan where many of the major chains had at-table ordering device of some sort and no tips, i cant go back

    • by amiga3D ( 567632 ) on Sunday March 05, 2017 @12:21PM (#53980295)

      I used to go to the Olive Garden occasionally when my wife forced me to. They started putting that shit on my table and I always took it off and put it on an empty table. After about my 4th visit the manager told me I had to leave it on the table. I got up and walked out and haven't been back. They can suck my dick. I'm a customer, not a fucking consumer. People that treat me like a consumer don't get my business. This modern thing of letting companies and restaurants and other businesses treat you like something to be sheared for maximum profit is anathema to me. When I sit at the table with a machine that takes up almost an entire place setting there that is inconvenient and an annoyance. It's like they make it so you can't possibly avoid it and that is unacceptable. You might like it and if so good for you. I assure you however that they'll lose at least a quarter of their business to people like me that want to be treated like a customer.

      • by Anonymous Coward on Sunday March 05, 2017 @12:25PM (#53980319)

        you forgot the linchpin of your argument, "get off my lawn!"

        • by amiga3D ( 567632 ) on Sunday March 05, 2017 @01:49PM (#53980715)

          I know, it's a sign of old age when you expect service with a smile when you give people money. Nowadays it's "please sir, if I give you some money will you let me eat in your establishment. I promise to grovel and kiss your feet if you'll just favor me by letting me give you money in return for being treated like shit." I think I like it better my way but to each his own.

      • by oic0 ( 1864384 ) on Sunday March 05, 2017 @12:44PM (#53980405)
        Personally I just want my darn food while I talk with whoever I'm with. Having another human serve and cater to me does nothing for me and I hate tipping.
      • by bill_mcgonigle ( 4333 ) * on Sunday March 05, 2017 @12:47PM (#53980423) Homepage Journal

        Olive Garden is cheap industrial Italian food. You went to a mass-market corporate restaurant and got treated like you went to a mass-market corporate restaurant. It ought to be expected, like the sodium.

        • Olive Garden is cheap industrial Italian food. You went to a mass-market corporate restaurant and got treated like you went to a mass-market corporate restaurant. It ought to be expected, like the sodium.

          Yeah, that post reminds me of people who think Red Lobster or PF Chang are examples of Haute cuisine :/

      • I don't understand that restaurant. Its the Chef Boy Ardee of Italian food.

      • They have started the automated touch screens here in town McDicks. Been here a couple months since they announced them. Only person I see use them are staff wiping the dust off them.
      • by AmiMoJo ( 196126 )

        In Japan they often have a ticket machine where you select your order and pay. Saves the staff from having to handle cash so they can concentrate on serving and preparing food.

        These are fast food restaurants, although it's Japanese fast food that is generally quite healthy.

        Also, they give you warm, damp towels before you eat. We need to adopt that.

  • And who will you complain to when the food is shit* or the order is wrong?

    What happens when it takes your money and goes "beep" but delivers no food? Who will take your complaint?

    -

    *shittier than normal, that is

    • In the restaurants I've seen, the kiosk spits out a receipt that you can use to pick up your meal at the counter. If there's a problem, it can be resolved there.

      • by Kjella ( 173770 )

        In the restaurants I've seen, the kiosk spits out a receipt that you can use to pick up your meal at the counter. If there's a problem, it can be resolved there.

        Probably because that's the way it's built already and this is a trial. If they're doing away with the ordering and that's a success I'm sure they'll put it in vending machine style cubes, you get an order reference number and it'll light up, scan the receipt and collect your tray/doggie bag/burger. In fact if this is the standard production line you could just do it in an app, just grab a seat and punch in your order. Or if you know there's free seats or it's to go you could even order it on the way over t

    • The same as ever - the human employee you deal with today you have to go around to get to the single manager in the place, and in the robot world there may still be a single human 'manager' running the place.
    • There will still need to be people working, just in a different capacity and much less of them. Now if we were all using the Carl's Junior vending machine from Idiocracy, we would have a different discussion. Not that far off mind you, but not quite there yet.

      That said, I live in California and hate going to fast food restaurants. Customer service does not usually exist for numerous reasons.

    • If you place the order yourself, and the order is wrong, you have nobody to blame but yourself. Next please.
    • When I've had issues eating out, I've found that the kitchen is usually very reliable in preparing the order they're actually given. The error usually comes from it being entered into their system incorrectly; whether it's waiter/cashier for fat-fingering when entering it, or the customer not understanding what they're ordering in the first place (And then trying to blame the employees for their own error.). So if I had to venture a guess, I'd say that, once there's enough data, the numbers will show that

  • by Ritz_Just_Ritz ( 883997 ) on Sunday March 05, 2017 @11:48AM (#53980145)

    Unskilled labor is going to mostly disappear except for those tasks where it just isn't possible to automate. A "livable" wage for a task that can be done by a machine is a pipe dream. That's just reality. All the kicking and screaming and class warfare rhetoric isn't going to change it or delay the outcome.

    So to that I say, please do go ahead and keep raising the minimum wage. That may actually accelerate the process. The displaced workers will either skill up or you'll see a reverse migration to places where the cost of living and level of automation will make it possible for unskilled workers to survive.

    • Unskilled labor is going away? But then what will all of the out-of-work politicians do?

    • by rsilvergun ( 571051 ) on Sunday March 05, 2017 @01:51PM (#53980731)
      is brutal repression of those people. That's what's going on in Mexico & South America. But good job making yourself feel better by suggesting the problem will naturally and painlessly take care of itself. The best part? There's an excellent chance you'll get caught up in that repression too as the government expands it's powers to do nastier and nastier things to it's citizens in the name of keeping order.
      • by Solandri ( 704621 ) on Sunday March 05, 2017 @07:17PM (#53982125)
        Brutal repression happens in those places because the wealthy there are an exclusive group. They maintain their status by actively preventing others from becoming wealthy, thus others cannot join their group and dilute their economic power (as a percentage of the country's economy). They maintain their big fish in a little pond status by making sure the pond stays small. A side-effect of this repression is that it keeps the average citizen stuck in poverty. This repression results in the average GDP per capita in those countries (a measure of each person's productivity) being mired down around $10k/yr (Mexico = $10,300/yr, Brazil = $11,200/yr).. The wealthy there won't allow it to go any higher. And because they control most of the wealth, most of the economic activity in those countries is wealthy people buying and selling to each other.

        It can't happen in the U.S. because the wealthy here haven't been an exclusive group for a long time. Most people in the U.S. lead fully productive lives (by modern standards - $53k/yr GDP per capita). Consequently, most of the economic activity in the U.S. is from average (and even low) income people buying stuff. If you look at the IRS income tax statistics [irs.gov], a full 44% of gross individual income goes to people making less than $100k/yr. 68% by people making less than $200k/yr. If you say "the wealthy" comprises anyone making over $1 million/yr, they account for less than 10% of U.S. income.

        This means that in order for those U.S. millionaires (and billionaries) to stay millionaires, people with lower income must maintain their income so they can continue to buy the stuff that the millionaires are selling. If everyone but the millionaires in Mexico and Brazil lost their jobs, it wouldn't affect most of those millionaires' incomes since they're mostly selling to each other. If everyone but the millionaires in the U.S. lost their jobs, the millionaires would panic because 90% of their income comes from selling to those now-unemployed people.

        If the U.S. were to fall into brutal repression like Central and South America with widescale loss of jobs, it would result in about an 80% reduction in GDP per capita, meaning those millionaires would lose about 80% of their income. They don't want that. They want to see the lower and middle classes continue to make decent incomes almost as much as the lower and middle classes do. If widescale job losses were to begin among the middle and lower classes in the U.S., the wealthy would start to panic as the loss of customers affected their bottom lines. And you'd see all income classes in the U.S. working together to figure out ways to get those people employed again.

        You can see the same thing if you compare GDP (PPP) per capita [worldbank.org] - the mean - vs the median income [wikipedia.org]. The mean spreads the income of the wealthy across all citizens, while the median tells you how much income the 50th percentile citizen is making. The ratio of the two gives you a sense how much the economy is skewed towards the wealthy. For the U.S., these numbers are a mean of $56,115.7 vs a median of $30,960. A 1.81 ratio. For Mexico it's $16,988.4* mean vs $5,160 median, a 3.29 ratio, indicating a much larger share of each worker's productivity is diverted into income for the wealthy. (And for comparison, since everyone seems to like comparing the U.S. with the Scandinavian countries, the ratios for Finland, Sweden, Norway, and Demark are 1.63, 1.79, 1.72, and 1.77.)

        * (Yes $16,988.4 is different from $10,300. Difference between nominal and PPP GDP.)
    • What happens when you have a significant segment of your population to which you are shrugging off with an "adapt or starve" attitude? The realities of the situation may be pretty stark and accurate, but it's the indifference of those who don't have to worry about it which will stir the pot of discord and sow the seeds of violence.
  • More human work? (Score:5, Informative)

    by djinn6 ( 1868030 ) on Sunday March 05, 2017 @12:05PM (#53980215)
    There might be more human work at some locations. Faster service using kiosks might bring in more customers in that restaurant, but the total number of meals people eat always stays the same, which means other non-automated restaurants are losing customers. Since the automated restaurant is serving more people with the same number of employees, the overall effect is a decrease in labor.
    • by PPH ( 736903 )

      Or just work faster [youtube.com]

    • by dgatwood ( 11270 ) on Sunday March 05, 2017 @12:20PM (#53980285) Homepage Journal

      Not necessarily. If food is faster, it might make it more likely for some people who might otherwise keep lunch meats in their refrigerators and a loaf of bread on their countertop.

      But in practice, yes, it probably does. And of course the next step is to automate the making of the sandwiches, at which point there won't be a human in the place other than maybe the person who cleans the tables and bathrooms (and only until they perfect the self-busing table). At that point, the destruction of those low-end jobs becomes near-total. In the long term, the only jobs available for humans will be:

      • Creative
      • Government
      • Military
      • Sports
      • Entertainment
      • Escort services and similar
      • People who manage the aforementioned groups

      That's about it. I might have left out a few things, but that's about it.

      The good news is that this will take longer than most people think. As those displaced workers enter the job market, there will be more people willing to do various jobs, which will bring down the cost of that labor to the minimum wage and make automation much less attractive.

      The bad news is that automation will indirectly decrease the number of non-minimum-wage jobs by turning them into minimum-wage jobs.

    • by religionofpeas ( 4511805 ) on Sunday March 05, 2017 @12:30PM (#53980335)

      They could start selling second breakfast.

    • I'm sure that by "some" they mean very few. But having said that, the vast majority of meals consumed by my family are cooked at home by someone who is not specifically being paid to do it. If the machines make reasonably priced, reasonable food we would buy more precooked meals, even if we ate them at home.

      So I think there is plenty of opportunity for restaurants to increase the number of meals they sell by improving the experience using machines, rather like refrigerated transport and modern packaging imp

    • by Kohath ( 38547 )

      All meals take the same amount of labor to source and prepare?

    • the total number of meals people eat always stays the same

      I know, it's a total pain in the ass. There was that time I'd been working late and I went to grab a bite on the way home and I couldn't because that day's quota was used up.

  • Vote with your wallet, and go somewhere else.
    Hell, queue in the lines that still have humans, as in the first months they will be running stats to gauge customer reaction.
  • by king neckbeard ( 1801738 ) on Sunday March 05, 2017 @12:20PM (#53980287)
    All these people whining about minimum wage increases causing more automation like it's a bad thing. You've all got it backwards. Human labor has been undervalued, so nobody bothered to put effort into being more efficient. If anything, this suggests that we need to raise wages globally so we'll actually quit wasting so much human effort.
    • If anything, this suggests that we need to raise wages globally so we'll actually quit wasting so much human effort.

      When the human effort is no longer needed, unskilled humans are no longer needed by society. So as you increase automation you also need to eliminate the superfluous humans.

    • by SlaveToTheGrind ( 546262 ) on Sunday March 05, 2017 @11:49PM (#53982995)

      All these people whining about minimum wage increases causing more automation like it's a bad thing. You've all got it backwards. Human labor has been undervalued, so nobody bothered to put effort into being more efficient.

      "Automation" is a bit of stretch here -- we're talking about self-service ordering kiosks. This is effectively just turning around the screen the employee would have used to enter my order and making me use it instead. In most cases that's going to result in a net decrease in efficiency, not an increase. This should be clear enough to anyone who has stood in line watching people endlessly screw around at self-checkout kiosks at a grocery store.

  • by Anonymous Coward

    Minimum wage has only in some cities, it is absolute 100% crap that this has anything to do with the minimum wage. With the current administration there is 0% chance the federal minimum wage will go up.

    Sure businesses would like to use this as an argument against higher wages but they will 100% do this because it saves money *now*. Not as a hedge against some future increase. Businesses don't spend money unless it makes sense to do so, and in this case they believe this is the best choice.

    • by Kkloe ( 2751395 )
      Exactly this, whatever if they had raised, lowered or stayed the same 0 wage is still lower than paying someone 1 dollar an hour
      • Machines are not free and including the capital amortised over their lifetime they may cost several dollars per hour. They do keep getting cheaper though, so there was always going to be a point at which they'd become cheaper than humans for any given task, once they can be built to do that task at all. Raising the minimum wage may make that happen sooner, but probably not by more than a couple of years.
  • I don't know about anyone else but I can't stand the kiosks at Panera. I to be able to order and pay faster with a human than scrolling through endless pages on their tablets. Hopefully they'll get better over time.

    Now get off my lawn, you damn kids.

    • by religionofpeas ( 4511805 ) on Sunday March 05, 2017 @12:33PM (#53980353)

      What they need is an app so you can prepare your order on your phone with a quick pick menu that consists of things you've ordered before.

      • by Ksevio ( 865461 )
        Not sure if you're joking, but you can do that on their website on your phone or PC and choose what time you want to pick it up. I used to use it quite often (before they got the kiosks) to skip the lines until they discontinued the lunches I liked.
    • I assume at some point they will have facial and voice recognition as an option. It will be comedic though (at first, until they come up with a solution), I imagine a restaurant like Panera has lots of menu items ripe for mispronunciation.

  • The problem is that these public corporations must profit more every year, and now they are pulling out too many profits to be in balance with local economies so they have to look to automation as a band aid solution. The issue really needs to be addressed at its root because companies are just alienating people from being able to participate as consumers. It is not a sustainable solution at all.
  • by JoeyRox ( 2711699 ) on Sunday March 05, 2017 @12:49PM (#53980429)
    My family had Chick-fil-A the other day. Placed our entire order on my smartphone through their app. The app can optionally track your itinerary via GPS so that the food is prepared just in time for your arrival.
    • In other words, kiosks help you preserve more of your locational privacy in exchange for a minor wait you can definitely afford (I'm guessing around 10 minutes or less). Consumers are trained to think that their convenience should come at whatever price is offered and that's not wise. In the case of running apps on your computer you're also possibly handing over your mic data, address book data, and anything else you're doing with your tracker. That app is proprietary, so you're speaking beyond your knowled

  • "In some cases this means more work for human employees. Quartz points out that McDonalds doesn't plan to reduce its workforce after installing kiosks, and Panera Bread "has said that at some locations where it has ordering kiosks, it has actually increased human hours to help the kitchen keep up with the higher number of orders that come in through the more efficient ordering system."

    Um, no, that is not what it means. Doing more orders with the same people is exactly the same thing as reducing human employ

  • by backslashdot ( 95548 ) on Sunday March 05, 2017 @01:53PM (#53980755)

    I called that damn robot a tin can of malfunctioning sprockets and he motor oiled into my pizza.

  • by Bruinwar ( 1034968 ) <bruinwar@nOspAm.hotmail.com> on Sunday March 05, 2017 @04:45PM (#53981551)

    A friend has opened three (under contract to open three) "specialty" fast food restaurants. His biggest problem by far & he has a lot of problems, is the difficulty in hiring people. If he does get a good worker, he can find himself in bidding wars with other restaurants. All of his stores are in more affluent areas so local kids are not interested. He can't get away with paying any employee minimum wage. It seems that unless a employer is based in a low income, high unemployment area, minimum wage means nothing, they gotta pay more, sometimes a LOT more.

    Them lines go out the door but he is not making any money so far because of his labor costs as they are a lot higher than his business model forecasts predicted. But damn does he work his ass off!

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