When self-service kiosks first appeared in fast-food chains like McDonald’s, many feared they would lead to widespread job losses. The idea was that automation would eventually replace cashiers, leaving workers without roles. However, the reality has turned out to be quite different.
Drawing from a CNN article by Nathaniel Meyersohn, we explore how kiosks have led to new responsibilities, from upselling to improving guest experience, while also creating operational challenges.
Instead of eliminating jobs, kiosks have reshaped them. Many fast-food employees have transitioned into new roles, such as “guest experience leads,” who assist customers with using the kiosks and ensure smooth service. As labor is reallocated, staff are now more focused on tasks like order pickups, maintaining the dining area, and even delivering food.
Interestingly, kiosks have also been used as effective sales tools. Companies like Shake Shack use them to upsell products, ensuring that every customer sees promotions that could be missed by busy cashiers. This shift has turned kiosks into valuable assets rather than just cost-saving devices.
But kiosks aren’t without their challenges. While they can streamline orders, they sometimes malfunction or cause longer queues, which can increase stress for customers. Despite these hurdles, the overall takeaway is clear: kiosks aren’t killing jobs—they’re transforming the fast-food industry, offering new opportunities and reshaping how businesses operate.
As technology continues to advance, we can expect more innovations like these, further blending human roles with automation. The key will be ensuring that the transition is smooth for both employees and customers.