Self-service kiosks are on a roll, and don't expect this to change any time soon.

That was the consensus of a panel of self-service technology experts during a recent webinar titled, "Implementing self-service kiosks: Trends and predictions for what's next," hosted by Networld Media Group. Elliot Maras, editor of Kiosk Marketplace, served as moderator.

In recent years, consumers have come to expect to do their shopping with their mobile phones and they are gravitating to self-serve at every turn, the panelists agreed. And with labor becoming nearly impossible to find, companies across all industries are scrambling to embrace self service.

"Self-service kiosks and mobility are clearly here to stay and they are the future," said panelist John Dittig, senior business development leader at Samsung North America. Companies are challenged with higher labor costs and that problem isn't going away as most companies want a strong in-store experience along with a strong mobile strategy.

Mobility makes it easier for "drive and go," Dittig said, but the in-store experience is something most companies want to maintain in addition to the mobile option.

"The self service kiosks make it simple," Dittig said. Kiosks enable the company to provide an in-store experience in a way that allows the business to track the customer as they walk in the store.

Looking to the future, Dittig said vertical specific "power apps" will be used for payments at a variety of retailers and for services besides payments.

While the need for kiosks exists in many industries, the need is especially pronounced in the restaurant industry which was strongly impacted by the coronavirus pandemic, said panelist Jarrett Nasca, chief revenue officer at Grubbrr.

"Everybody is now looking," Nasca said, especially as labor costs have skyrocketed. "They have to look."

Hotels are not far behind restaurants, observed panelist Tim McKenna, chief sales officer at Soft Point.

"They don't have the front house staff to accommodate the consumer expectation," said McKenna, whose company is investing in biometric identification approval and transaction processing.

Biometrics scare some people, McKenna acknowledged, but this is only temporary. Airline customers have been willing to register for TSA pre-check when they recognize the convenience it offers.

"When you're accustomed to the benefit that that privilege gives you, you're comfortable with what consumers may see as an initial intrusion into privacy," he said.

Kiosks can act as the exchange point and authenticate identity, transact against it and provide points and benefits access that are all fully automated, McKenna said.

Biometric authentication also helps as a deterrent for human trafficking in hotels, he said.

And while inflation is grabbing headlines, kiosk technology has become noticeably more affordable, Nasca said.

Two years ago, most self-serve kiosks carried $10,000 price tags. Today kiosks that include a printer, a scanner and bill pay in one device are available for $2,500.

"It has totally changed the game and it has created something accessible and affordable for really everybody across the board…that is a huge game changer," McKenna said.

"You're not replacing labor since you can't find labor, and when you do find labor, you can make that labor more effective by moving them to production mode," he said. "It's sustainable and necessary."

Customers want to be greeted, McKenna added. "With self service, you have the ability to (say) 'I know who you are, I'm going to give you access to room upsells,' for instance, 'because of your status.'"

EV charging is another expansion area where kiosks are playing a role, as kiosk software can extend the use of EV charger screens, Nasca said.

"When you have those chargers, we sell with partners the programmatic advertising fee where our partners get reimbursed, so in a lot of cases the advertising fee that our partners are making can reimburse them for the price of the EV car charger," Dittig said.

Samsung is already getting requests for ordering food at the pump.

Over time, kiosks will continue to become more user friendly as payment apps evolve. The apps already contain a payment card on file.

"With that card on file, it's frictionless," McKenna said. "It's like the Uber experience. You just walk up (and) go. I've already authenticated you and your payment is on file, whether that be across traditional card brands or bank-to-bank or stored wallet.

"I think very soon, you will not need a payment device on these kiosks," McKenna said. "With the ability to leverage software based encryption, through NFC tag or biometrics or other card on file processing capability."

And while food and hospitality are the most visible verticals adopting self service technology, the sports and entertainment sector is also keeping pace.

"We are seeing food court ordering like never before," Nasca said. Arenas are putting in food courts with kiosks, which are more efficient for both the guest and the venue.

Grubbrr has an app that allows the customer in the arena to order from four different venues and have the orders delivered.

Dittig encouraged his listeners to look for technology partners that have best of breed solutions.

"Just make sure that the POS and the software and the loyalty platforms are all in sync, and the more robust the program the better it's going to be for the partner (and) also the end user," Dittig said.

To listen to the webinar, click here.

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