New technologies such as artificial intelligence are poised to change the way we interact with countless everyday devices, including vending machines. When coupled with voice and facial recognition technology, AI can harness historical information and real-time data to turn a simple vending machine purchase into a personalised experience.
Likewise, the data gathered by AI-powered vending machines can help suppliers manage inventory with much greater accuracy and efficiency. Eventually, the companies that take advantage of these technologies will gain a massive competitive edge by offering a new level of convenience that could soon become industry standard.
The purpose of combining AI with voice and facial recognition technology in vending machines is to improve the customer experience. Let’s explore how AI will alter a machine’s ability to meet a customer’s needs more effectively.
AI’s impact vending machine CX
How well AI performs is directly related to the quality of the data it ingests. When it comes to AI-powered vending machines, the data collection process can begin with an embedded camera that’s equipped with facial recognition technology. After scanning the customer’s face, the machine could quickly deduce the customer’s age, or, based on contextual clues and attire, whether the customer is a student, a fitness enthusiast, a commuter, or a tourist. From there, the machine could recommend certain items based on these characteristics.
If the facial recognition technology is particularly advanced, the machine could also gauge a customer’s current physical state, such as how tired or thirsty someone looks. Let’s say a customer’s face is drenched in sweat from an arduous workout. An AI-powered vending machine carrying cold beverages could observe this characteristic and then recommend a particularly thirst-quenching item.
Conversational AI and voice recognition technology can allow vending machines to gather more data through verbal engagements. If a customer isn’t sure which item to purchase, the individual could ask the machine to recommend an item. This customer could even ask the machine to provide information about different items by asking questions, such as “Which of these two items contains fewer calories?” or “Which items contain less sugar?”.
During these interactions, the machine can build a profile of individual customers based on biometric data and previous purchases. When a returning customer visits the same machine, the machine can recognise the customer from their face and voice before suggesting an appropriate item for this customer’s preferences.
AI-powered inventory management
Much like owners of physical storefronts, vending machine owners are constantly trying to stock their machines with items that are more likely to sell. In the coming years, more and more vending machine companies will look to stock their machines with more concrete information, rather than at random or with a conventional selection of items.
Fortunately, historical data can help vending machine companies determine which items perform best, and at different times of year. Companies can then order the right items at the right time. This minimises the likelihood of items going unsold and builds loyalty by showing customers that this vending machine company clearly understands their preferences.
Moreover, AI’s automation capabilities allow operators to program machines to automatically order more of an item when it’s close to running out of stock. This is essential in improving a machine’s overall performance, as customers will inevitably stop visiting a machine that is consistently out of stock.
Challenges of AI adoption
The widespread adoption of AI along with facial and voice recognition comes with several challenges. Not every vending machine company has team members who know how to install and maintain advanced technology like AI. Odds are, the early adopters will be those that can afford to hire a full team capable of implementing and maintaining the technology. Unlike the machines of the past, AI-powered machines aren’t as simple to fix as tightening a few screws and bolts.
Another obstacle is the risk of an adverse effect on customer experience. Depending on the location, certain customers might not like the idea of a machine speaking to them or telling them what to buy. If a machine over-promotes certain items, customers might get the impression that AI is merely another way for companies to market to them.
Also, customers may be alarmed by the amount – and the nature – of the personal data the machine gathers. If someone visits a machine repeatedly, the machine will eventually collect a lot of personal data, the kind of information that people don’t want to fall into the wrong hands. So, companies need to make sure that the data they collect is secure and available to a limited number of individuals. Regardless of the industry, giving too many people access to personal data makes companies vulnerable to cybercrime.
Vending machine companies must show customers that they are not being careless with personal data or sharing it without their customers’ consent. For instance, customers might be put off by seeing advertisements for their previous vending machine purchases on social media or online marketplaces. Instead, companies should be able to demonstrate that they are only using personal data for internal purposes.
Final thoughts
New technology has the potential to transform the vending machine experience and, in turn, dramatically increase the appeal of vending machines altogether. However, it’s also clear that companies will have to be extremely cautious when introducing AI and/or facial and voice recognition. But, with the right precautions in place, AI-powered vending machines could become a symbol of the convenience of modern technology and help usher in a new era of customer service.
