"The Hidden Strategy Behind Retailers Replacing Staff with AI Bots: Can I Take Your Order – And Your Data?"

You might have seen viral videos of Wendy’s drive-thru customers in the United States ordering their fast food from the firm’s generative AI bot Wendy’s FreshAI. Most show a very human-like transaction punctuated with cries of amazement at how fast, accurate and polite the system is. While the system and others like it are in their infancy, and some still rely heavily on human assistance, retailers are investing huge sums in AI to replace human workers. Why the rush to automate? It might seem like it’s all about slashing the wage bill, and straight AI-for-human swaps are indeed happening in many roles. But there is another force driv......

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