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Why do we need an extra person? There's already a human present, the customer. Let them submit the feedback and fix their coffee at the same time.

by saboot 9y ago

petre 9y ago
I don't want to get through the hurdle of contacting Big Co. through an automated form when the vending machine has scammed me. It's way easier with a human operator. Ever tried to dial into a call center and waited like 30 minutes after navigating through voice menus in order to talk to an actual human to fix your problem?
- adventured 9y ago
  The way this is going to work, to use McDonald's as an example, is that instead of having 40-50 total people operating a normal franchise location across 2 or 3 shifts, you're going to have 15-20. The cashiers are gone. The fry cook is gone. The drive-thru order taker is gone. The cooks are gone. You'll still have a preparer that will probably also do running (they'll bag the multiple, separate items up and take them to the front). You'll have a shift manager that will help with a bit of everything (eg if a customer has a problem with the order kiosk or payment). You'll still have a human cleaning the building and parking lot, taking out trash. There will also obviously be people routinely involved in machine maintenance, installation, etc. There will be some complication with condiments and food layering. There will probably be a position for food ammo reloader, that keeps the machines loaded with whatever that machine cooks / prepares. It would be possible to get rid of the bagger/runner, but it'd probably be cost prohibitive and needlessly complex to assemble the various robots on a line that could also bag properly. At its best, eventually, this system will produce more food (1.5x to 4x I'd guess), at a lower per customer cost, with superior food safety (including hygiene). Then it's a question of how much of that gain gets competed away (benefiting customers) and how much goes into the pocket of the owners. Starbucks will be similar. They won't get rid of all their humans, they'll reduce their number significantly. It's likely to be a decades long, piece by piece, transition. The early results won't be spectacular for either customers or franchise owners, it'll take many years of gradual improvement.
astrodust 9y ago
The reason I buy coffee at a coffee shop is because I want it done properly, and "properly" is largely a subjective thing. A good shop will have someone who's intimately familiar with what they're preparing and will tune the machine at multiple times per day to get the right result. A robot just does what it's told. Starbucks used to have manual machines and the results were...variable. Some days you'd get a substandard drink, but if you got someone who knew what they were doing, the results were fantastic. It's like before the coffee would be anywhere beteween a 6 and 9 out of 10. Now they're consistently 7.5 out of 10 every time. Boring, predictable, never bad, but never great.

Why do we need an extra person? There's already a human present, the customer. Let them submit the feedback and fix their coffee at the same time.

by saboot 9y ago

Why do we need an extra person? There's already a human present, the customer. Let them submit the feedback and fix their coffee at the same time.

petre 9y ago

I don't want to get through the hurdle of contacting Big Co. through an automated form when the vending machine has scammed me. It's way easier with a human operator. Ever tried to dial into a call center and waited like 30 minutes after navigating through voice menus in order to talk to an actual human to fix your problem?

adventured 9y ago
The way this is going to work, to use McDonald's as an example, is that instead of having 40-50 total people operating a normal franchise location across 2 or 3 shifts, you're going to have 15-20. The cashiers are gone. The fry cook is gone. The drive-thru order taker is gone. The cooks are gone. You'll still have a preparer that will probably also do running (they'll bag the multiple, separate items up and take them to the front). You'll have a shift manager that will help with a bit of everything (eg if a customer has a problem with the order kiosk or payment). You'll still have a human cleaning the building and parking lot, taking out trash. There will also obviously be people routinely involved in machine maintenance, installation, etc. There will be some complication with condiments and food layering. There will probably be a position for food ammo reloader, that keeps the machines loaded with whatever that machine cooks / prepares. It would be possible to get rid of the bagger/runner, but it'd probably be cost prohibitive and needlessly complex to assemble the various robots on a line that could also bag properly. At its best, eventually, this system will produce more food (1.5x to 4x I'd guess), at a lower per customer cost, with superior food safety (including hygiene). Then it's a question of how much of that gain gets competed away (benefiting customers) and how much goes into the pocket of the owners. Starbucks will be similar. They won't get rid of all their humans, they'll reduce their number significantly. It's likely to be a decades long, piece by piece, transition. The early results won't be spectacular for either customers or franchise owners, it'll take many years of gradual improvement.

astrodust 9y ago

The reason I buy coffee at a coffee shop is because I want it done properly, and "properly" is largely a subjective thing. A good shop will have someone who's intimately familiar with what they're preparing and will tune the machine at multiple times per day to get the right result. A robot just does what it's told. Starbucks used to have manual machines and the results were...variable. Some days you'd get a substandard drink, but if you got someone who knew what they were doing, the results were fantastic. It's like before the coffee would be anywhere beteween a 6 and 9 out of 10. Now they're consistently 7.5 out of 10 every time. Boring, predictable, never bad, but never great.