AI and Automation Are Coming to Retail. How Are Stores Adjusting?

The Store of the Future Looks Bright and Automated: Explore What’s Driving the Trend

The retail experience is evolving. The store of the future may look much different than what shoppers normally encounter. All of this will be made possible with automation and artificial intelligence (AI). With almost every retailer in the country feeling the pressure of Amazon and its market share, retailers now have to compete with the ecommerce giant’s physical store, Amazon Go, which needs no employees and uses cameras and sensors to charge customers with a card on file. The first one was opened in Seattle in January with future stores to open in Chicago and San Francisco. With tech companies seeking to roll-out powerful automation tools for retailers, how will they be used, and will it sway shoppers?

Automation Is a Clear Preference

The benefits of automation are already seen on a smaller scale with self-checkout. While there is a considerable up-front investment for retailers, they can benefit from less reliance on physical labor and customers overwhelming like the choice. A study by the NPD Group for NCR Corporation determined that majority of U.S. consumers believe self-checkout and kiosks improve the store experience. It also found that two out of three consumers want self-service options, with the majority of those wanting this falling in the under 45 age groups.[1]

Automation at checkout is now even easier with a smartphone. Customers do not need to get in line at Wal-Mart or Kroger, as many items can be scanned with an app and paid for there.

Most retailers will not highlight the fact that less labor is needed. John Creculis, vice president of central operations at Wal-Mart said to the New York Times, “We see this as helping our associates. We are a people-led business that is technology enabled.”[2]

Beyond the Checkout

Automating the checkout is only one application. Retailers can obtain assistance from other forms of technology as well. Robots could soon be stocking shelves while smart devices could signal that a product is out of stock or is nearing expiration. This makes process of inventory tracking easier and provides data to store managers. This type of monitoring could help with the frustration shoppers have when stores do not have what they need. This is an important, yet often forgotten part of the in-store experience. Shoppers, especially in the U.S., expect a store to always be in-stock. If stores continue to have inventory issues, these shoppers will move on.

POS Opportunities

Consider this example of the point-of-sale (POS) system. A store cannot function without it. If products do not scan or do so incorrectly, it makes for longer lines and complaints. Intelligent automation could detect a POS issue and repair it without staff intervention. So, customers aren’t inconvenienced.

Automation as Customer Service

Lowe’s, the home improvement chain, has been testing what they call the LowesBot, a robot that helps shoppers find what they need. It uses natural-language processing to understand customers. They simply follow it and no longer have to spend time hunting down an employee on the floor. It comes equipped with a 3-D scanner and a touchscreen for interaction. [3] Kyle Nel, executive director of Lowe’s Innovation Labs, said of the bots, “This is a response to things people wanted since retail began, but up until now there just wasn’t the technology to be able to make that happen.”

Automation and Drive-Up Trends Merge

Stores may also find value in merging automation and a big trend in retail, drive-up. Target and many other retailers offer buyers the opportunity to order online and pick up at brick-and-mortar locations without getting out of their car. As it stands now, this model needs labor. The store gets an order, then a worker must go find all the items and bag them. When the customer arrives, that worker then needs to take the cart out to the car and pack it.

It is very convenient for shoppers but a labor drain for stores. Automating this process would allow stores to keep aisles occupied with workers and streamline the pick up routine for customers.

When thinking about how retail will evolve, it’s clear that automation and AI are and will be the catalysts for change. The in-store shopping experience is not dead, it just needs to change to meet customers needs and preferences. It’s an exciting time for retailers, however, they need to capitalize on automation, not ignore it.

[1] https://www.ncr.com/news/newsroom/news-releases/retail/self-service-survey-us

[2] https://www.nytimes.com/2018/04/01/technology/retailer-stores-automation-amazon.html

[3] http://www.cnbc.com/2016/08/30/lowes-introduces-lowebot-a-new-autonomous-in-store-robot.html

Follow us on social media for the latest updates in B2B!

Image

Latest

rankings
Krow Knows: How Fair Are the College Football Playoff Rankings?
November 22, 2024

The college football playoff rankings generate intense debate as the sport undergoes significant shifts due to conference realignments, NIL deals, and transfer portal dynamics. The dominance of the SEC and Big Ten raises questions about fairness, while committee inconsistencies frustrate fans and analysts. For instance, four of the top five ranked teams hail from…

Read More
OEM in the AV Industry
The Role of OEM in the AV Industry: Shaping Innovation, Quality, and Market Competition
November 22, 2024

As technology reshapes the AV industry, Original Equipment Manufacturers (OEMs) are emerging as critical partners for businesses seeking tailored solutions. Whether it’s bespoke LED displays or high-end audio systems, OEM in the AV industry is redefining how companies innovate, differentiate, and meet market demands. This raises a crucial question for professionals navigating this space—how…

Read More
Staying Competitive in a Changing Parcel Landscape
Staying Competitive in a Changing Parcel Landscape
November 20, 2024

In the latest episode of On Time in Full, host Gabrielle Bejarano welcomes Satyen Pathak, a Senior Account Executive at Designed Conveyor Systems (DCS), to discuss trends shaping the parcel market and strategies for companies to remain competitive. With over 20 years of industry experience, Pathak shares his insights into the evolving needs within supply…

Read More
blue collar
Building Efficient and Engaged Blue-Collar Workforces Begins with Leadership Rooted in Personal Development
November 20, 2024

According to a study by Deloitte and The Manufacturing Institute, over 2.1 million manufacturing jobs could remain unfilled by 2030 due to a lack of skilled talent. This workforce shortage reveals a critical gap in leadership within blue-collar industries. Without strong leadership to develop teams and foster growth, businesses face inefficiencies, low morale, and…

Read More