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Young shoppers want to pay robots, not humans

Human waiters and service staff are too slow for the youth of today, who prefer to pay robots or self-service machines - Film Stills
Human waiters and service staff are too slow for the youth of today, who prefer to pay robots or self-service machines - Film Stills

Flagging down a waiter to ask for the bill is too time consuming and socially awkward for young Britons, who prefer the idea of paying a robot instead.

Two-thirds of those aged between 21 and 34-years old would be happy to pay via a machine instead of a person, according to a survey from WorldPay.

The survey raises the prospect of more shops and restaurants following supermarkets in using self-service checkouts, cutting back the number of staff needed to take payments from customers.

In supermarkets 73pc of baby boomers prefer to pay a member of staff.

By contrast 58pc of those in the so-called ‘generation Z’ - aged between 16 and 20 - want to use a self-service machine instead.

Self-service checkout - Credit: Simon Dawson/Bloomberg
Self-service checkouts eliminate some of the human contact involved in shopping Credit: Simon Dawson/Bloomberg

The rise of robots has been seen as a potential threat to employment, with some service sector jobs disappearing in favour of automated systems.

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WorldPay’s James Frost said customers also wanted a personalised service in some cases, which may preserve some jobs on the high street.

“Today’s consumers are arguably more demanding of retailers than at any time in the past. As technology continues to evolve, the pressure on retailers to deliver a consistent, personalised and convenient experience across every channel, will only increase,” he said.

“Stores need to find a way to reconnect with consumers. That means deploying technologies which remove bottle-necks, particularly at the point of sale, and freeing staff to get out from behind the till and talk to customers on the shop floor. Retailers that will flourish will be those that strike a balance between personalised service, and seamless convenience.”

Young shoppers' lack of patience when waiting to pay the bill may also be reflected by their higher degree of brand loyalty.

The study found that 75pc of those aged 16 to 20 and 69pc of those between 21 and 34 say they are becoming more loyal to the brands they shop with.

By contrast only 51pc of those aged 35 to 50 and 58pc of those between 51 and 69 are becoming more loyal - indicating those older customers are more willing to shop around.

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How to connect with us | Telegraph Business on social media