At this year’s Self-Service Innovation Summit, hosted by Networld Media Group in Tampa from December 9-11, I had a chance to sit in on the «Thought leader roundtable: Executive predictions» session, which brought together industry leaders to explore innovations in automation, artificial intelligence, and customer experience.
At this year’s Self-Service Innovation Summit, hosted by Networld Media Group in Tampa from December 9-11, I had a chance to sit in on the «Thought leader roundtable: Executive predictions» session, which brought together industry leaders to explore innovations in automation, artificial intelligence and customer experience.
Sponsored by Code Factory, the panel was moderated by Bill Stutzman, director of strategic initiatives at Ventus and featured John Laspia, CEO at Kiosk Operators; Ashkan Mirnabavi, Founder and CEO at NextGen Kitchens; and Ishai Reinfeld, Director of Sales Operations and Customer Success at SoundHound AI.
The discussion provided a comprehensive view of the current landscape and future of self-service technologies, emphasizing efficiency, personalization, and privacy in customer and operational settings.
Key takeaways
- Voice as a driver: Voice technology is becoming a cornerstone of self-service, enabling streamlined, on-brand customer interactions.
- Efficiency through automation: Automation and predictive maintenance are critical for optimizing operations and ensuring consistent quality.
- Balancing privacy and personalization: While consumers demand personalized experiences, privacy concerns require thoughtful implementation of technology.
- Rapid technological evolution: Companies must stay agile to adapt to emerging technologies and changing consumer expectations.
Voice technology at center of AI race
«Voice is the most important part,» said Stutzman as he opened the discussion. Reinfeld elaborated on SoundHound AI’s efforts to integrate voice intelligence into various industries, from QSR operations to automotive systems. He highlighted the company’s success in powering phone-ordering capabilities for major brands like Church’s Chicken and Chipotle.
Reinfeld also emphasized that SoundHound AI’s technology reduces redundancy and stress in customer service environments. «Our focus is really creating a streamlined, on-brand experience,» he noted. Addressing the rise of generative AI, he added, «We cannot afford to hallucinate,» stressing the importance of precision and reliability in voice-enabled systems amid ongoing concerns about AI’s ability to generate incorrect information in some responses.
The future of food automation
Mirnabavi, who leads NextGen Kitchens, discussed the challenges of operating multi-vendor spaces and the role of automation in optimizing these environments. «We’re considering what inefficiencies exist and how we can build solutions to enhance the experience for both customers and staff,» he said. He shared insights on using AI to adapt to material changes in food preparation, such as monitoring the state of ingredients to ensure consistency.
Addressing trends in restaurant design, Mirnabavi observed a shift toward smaller footprints in dining areas. «We’re seeing dining spaces shrink, while back-of-house operations become more efficient and diverse,» he explained. Mirnabavi predicted a democratization of kitchen technology, making it more affordable and accessible.
Innovations in kiosk technology
Laspia provided insights into kiosk technology’s evolution, focusing on customer experience and security. «The customer’s experience starts the moment they approach the kiosk,» he said. He shared a case study involving college campuses where kiosks were designed to serve late-night meals while addressing security concerns, such as limiting delivery drivers’ access to dormitories.
Reflecting on the broader adoption of automation, Laspia noted, «Kitchens are becoming robotic, and the service is becoming more predictive.» He emphasized the importance of maintaining quality and ensuring that automation complements rather than replaces human interaction, allowing human workers to focus on more creative work (including hospitality and making guests feel more welcome), rather than simply replacing them. And, like several speakers at the event, he noted the theme of understaffing that has plagued the service and hospitality industries; far from replacing human workers, the majority of automation efforts by businesses simply seeks to solve for a lack of people in the first place.
Privacy and personalization
The panel also addressed the tension between personalization and privacy, an ongoing concern across AI development from service industries to programmatic DOOH software.
«Consumers want hyper-personalized experiences but are increasingly cautious about privacy,» Reinfeld said. Mirnabavi echoed this sentiment, adding, «We’re using AI to create personalized recommendations based on customers’ history without relying on invasive technologies like facial recognition.»
Laspia highlighted the challenges of integrating facial recognition into kiosks, citing a pilot project where public backlash led to its removal. «Privacy laws and consumer trust are significant barriers,» he said. Despite these hurdles, he expressed optimism about finding non-invasive ways to enhance personalization.
Predictive maintenance and remote monitoring
A recurring theme was the role of predictive maintenance in ensuring operational efficiency.
«Operators can’t afford downtime,» Mirnabavi stressed, explaining how NextGen Kitchens uses sensors and remote monitoring to prevent equipment failures.
Laspia added that predictive tools help optimize inventory and reduce waste, enabling kiosks to deliver high-quality food consistently.
Emerging challenges and opportunities
The panel concluded by discussing the rapid pace of technological advancement and its implications for the self-service industry.
«Technology is moving so fast that it’s hard to predict where we’ll be a year from now,» Mirnabavi said. Echoing the theme, Reinfeld pointed to the importance of adaptability, stating, «We need to remain nimble and embrace change.»
Looking to the future, the panelists envisioned a convergence of AI, automation, and personalization. Reinfeld described a scenario where voice technology seamlessly integrates with augmented reality and geolocation to enhance shopping experiences. Mirnabavi predicted increased affordability and accessibility of automation tools, enabling more businesses to adopt innovative solutions.
The session underscored the transformative potential of self-service technologies while highlighting the need for balance between innovation, privacy, and human connection. Stutzman hammered the point home at the conclusion of the session, saying, «Self-service is here to stay, and the industry’s future will be shaped by those who contribute to its progress.»