Lots of commentators have issued predictions about how robots are the future of retailing. The descriptions suggest a futuristic retail landscape, in which customers visit unstaffed stores and check out and pay for their groceries without breaking stride as they walk through an RFID reader. The products are replenished automatically by robots that scan the aisles for stockouts, and perhaps there are even drones flying about, picking up items to deliver to customers’ homes.

But for at least one retail expert, these predictions ring false. The analyst argues that even if certain jobs and positions, currently staffed by humans, get replaced by robotic capabilities, there is still a vast and important role for human personnel. At this point, people and their unique cognitive abilities still are required to check that orders are being fulfilled accurately or to help customers who struggle with problems at a self-checkout station. Adding robots even might expand demand for retailer workers, because someone needs to introduce the new technology to consumers and explain how to use it.

More broadly though, retailing represents a human experience, one that provides social and community benefits. A good sales clerk adds substantial value for shoppers, by creating a pleasant interaction and offering expert advice. With this assertion, the author calls for a new retail model, in which robots complete some tasks and reduce the operational costs required to complete routine jobs, but stores concomitantly pursue more skilled human workers, whom they pay more, to ensure a high level of service.

Discussion Questions:

1. What are the advantages and disadvantages of replacing people with robots in retail stores?
2. To what extent do you believe this “switch” will occur in the future?

 Source: Nikki Baird, Retail Wire, January 29, 2018