Self-checkout technology was hailed as a huge game changer. It was meant to save businesses money and help profits. It has not done what was promised. It has not lived up to expectations. For businesses it was to save on labor costs. For consumers it was to avoid long lines and save time checking out. It has not done either. The machines can malfunction, they are not usually equipped to check the ID of consumers when those are required, they need repair and attention. And for consumers, the lines to the self-checkout can be longer than the ones manned by a person— That certainly has been my experience and I suspect that of many. At the beginning I loved the idea of zipping through and checking out without having to stand in line. But of course, so did everyone else. Installing the machines can run six figures, and retailers have not recuperated their investments. As a result, stores like Target are restricting their usage and Walmart has eliminated them.
None of the goals that were once expected in the 90’s when they became routine, have been met so why do I consider that a good thing? Because understanding the limitations of machines is important particularly in an age when we are exploring how far artificial intelligence can go. And Something that is even more important, and that is the need for human intervention. A key lesson from what is being called a failure is that human input is necessary.