McDonald’s clarifies: No plans to replace workers with kiosks
By Sarah Sutton • July 3, 2017
A plan by McDonald’s to introduce 2,500 self-order kiosks in the U.S. this year does not aim to replace employees with kiosks, despite several recent media headlines announcing just that. McDonald’s has repeatedly stated that the kiosks are not intended to replace workers. Indeed, the U.S. deployment follows deployments in numerous countries worldwide in which the company did not replace employees with kiosks. On Friday, a McDonald’s spokesperson told Business Insider that the company has said on many occasions that the kiosks are not a labor replacement, but instead, allow the company to transition back-of-the-house roles to more customer service-oriented roles such as concierge and table service.