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The Times

Can I take your order – and your data? The hidden reason retailers are replacing staff with AI bots

  • Written by Cameron Shackell, Sessional Academic and Visitor, School of Information Systems, Queensland University of Technology
Can I take your order – and your data? The hidden reason retailers are replacing staff with AI botsLinus Zoll / Google DeepMind / Unsplash

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...

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