Collaboration between Yum! Brands, Inc. (NYSE:YUM)’s Pizza Hut and Mastercard Inc (NYSE:MA) will bring on board the use of Softbank’s Pepper creepy humanoid robot in restaurants which will be able to take and process a customer’s entire order. The use of the application is expected to start by the end of 2016 and if all goes as planned according to MasterCard.
Being the first commerce application for Pepper, the motive by MasterCard is to establish a conversational commerce experience between merchants and consumers. To be served by Pepper MasterCard holders are require pairing their account with the robot through the use a MasterPass which is a digital payment service.
Pepper can make menu selections with personalized recommendations which will ensure Pizza Hut visitors enjoy their stuffed-crust pizza or any other special offers. For ease of interaction, the robot will make use of hand gestures and a friendly voice which will put the consumer at ease.
In the recent past, there has been an increase in the minimum wage in the US. Hence, Pizza Hut Asia efforts will be significant given that everyone is moving towards automation of tasks. Besides, in his research on the labor vs. automation, Phil Fersht says that many employers are devoted to viewing employees as valuable commodities that as value to the organization other that walking costs.
To pay their bills, customers will be required to authorize the payment which happens through the MasterPass and in a matter of seconds without having to tap on many buttons as it is commonly the case.
Pepper is as good as a human being given that it will initiate, approve and complete transactions. Nevertheless, it is not a human replacement as MasterCard explained. Instead, it is all about improving the quality of customer service. In any case, self-service kiosks and ATMs are already in existence which has reduced customer frustrations.
Notably, a lot of restaurants are now going the tech way to deliver personalized experiences. Nonetheless, the use of automated ordering is more prevalent in Asia.
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