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By Mihar Dias (C) Copyright September 2024
Recently, there seems to be no escape from the proliferation of touch-screen self-service kiosks at food outlets across Malaysia. From humble taco stands to the bustling hallways of KLIA2, these kiosks are becoming as ubiquitous as the food they dispense.
You can't grab a burrito or coffee these days without encountering one of these sleek machines, replacing the once familiar human interaction at the cashier.
The sudden surge begs the question: who is behind this kiosk revolution, and what is the business model driving it? Is it purely about improving efficiency, or is there something more at play?
To an extent, the answer seems obvious—businesses are looking to cut costs and increase throughput. By outsourcing the ordering process to a touch screen, companies save on labour costs and streamline service. It's no coincidence that this trend is happening in fast-paced environments like airports, where speed and convenience are paramount.
The youth, ever impatient and quick to adapt to new technology, zip through these screens with the speed and precision of a seasoned gamer. In contrast, older generations struggle, fumbling with unfamiliar interfaces that feel more alien than welcoming.
Consider the scene at KLIA2. I witnessed an elderly couple, likely in their fifties, attempting to place an order. After several failed attempts, they approached the barista for help. The barista, obligingly patient, walked them through each step, reducing what should be a seamless experience into an impromptu tutorial.
While the couple eventually succeeded, their frustration was palpable. "Next time, you'll order for us," the man whispered to his wife in quiet resignation. Meanwhile, the young customers that followed them zipped through the process in under a minute. The generational divide was stark.
These kiosks might be designed for the digitally native youth, but what about the rest of us? While businesses hail this as a technological upgrade, we must question whether it truly serves all segments of society. For the elderly, the less tech-savvy, and those simply looking for a human touch in their interactions, these kiosks represent more than just a hurdle—they symbolise a shift away from the inclusive nature of public services.
Moreover, these kiosks force us to consider what we lose in the name of efficiency. Gone is the friendly cashier who might make small talk or recognise a regular. In its place is an impersonal screen that treats everyone the same—whether you’re a first-time visitor struggling with the interface or a regular who knows the menu by heart. This shift isn't just about automation—it's about the gradual erosion of human connection in everyday transactions.
While the business model behind this shift is clear, the implications for society are more complex. Sure, younger generations may thrive in this environment, but we risk leaving behind those who cannot keep up with the rapid pace of technological change. It’s not that older generations can’t learn—many will, as evidenced by the couple at KLIA2—but the question is: should they have to?
The kiosk revolution isn’t going anywhere. As businesses continue to embrace automation, we’ll see more touch screens and fewer human cashiers. But as we race towards this brave new world of efficiency, let’s not forget that technology should serve people, not alienate them. After all, what’s the point of progress if it leaves part of society behind?
So, the next time you encounter one of these touch-screen kiosks, take a moment to reflect. For some, it’s just a quick transaction; for others, it’s a reminder of a world that’s moving a little too fast.
Mihar Dias is a content creator under the Newswav Creator programme, where you get to express yourself, be a citizen journalist, and at the same time monetize your content & reach millions of users on Newswav. Log in to creator.newswav.com and become a Newswav Creator now!
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