Phone Self-service Gets Human Assist, Avoids Big Brother

Phone Self-service Gets Human Assist, Avoids Big Brother: "New Trend: Human Assisted Self-Service "

Scanners and sensors are synchronized to ensure each and every item is scanned and placed in a bag. Process variables (such as customers fumbling with articles and plastic bags) trigger errors which lock up the system and require an override by a store clerk, who is overseeing four or more checkout kiosks.

By contrast, the traditional method was a single clerk who scanned the entire shopping cart, one customer at a time. The process of self-service technology and oversight by a human can provide the desired benefits of cost effectiveness, efficiency and customer satisfaction. This concept is also being applied to contact centers.