"Kiosks in 2024: More than Voice-Enabled AI - Three features waiting off-stage plus Five site survey cheats!" ??????

Kiosks are multi-faceted hardware, the canvas on which hardware and software artists paint.

Today, kiosks are used for many services, such as EV chargers, wayfinding, ticket sales, information services, or as a point-of-sale (POS). They’re designed for public use, offering users a convenient and efficient way to access services or information. Today, they are in public (e.g., a parking lot), hybrid (e.g., student union), or private (e.g., in-office badged access) locations. They appear in any high-traffic location, and that is essential.

Yet for all the features, bright lights, and cool looks outside, they are straightforward on the inside. Kiosks are low-end fan-less computers with a touchscreen. ?Optionally, they have card readers, printers, a payment terminal, and perhaps a dispenser.

BTW, the result of a kiosk that isn’t in a high-traffic area is that its next home is the trash. Over the years, with tens of thousands of kiosks deployed, I’ve watched offices and other locations dispose of underutilized hardware.

This article from KioskMarketplace.com, “Essential kiosk features to look out for in 2024,” is a basic read but doesn’t delve deep into modern features. For example, it mentions moving to cloud-based management. Even before 2020, most kiosks were online and cloud-enabled.

Standalone devices are acceptable for a small office environment. But imagine deploying 5,000 kiosk locations with information, pricing, and data-rich environments. Today’s kiosk is connected and is easily updated through automation or a few keystrokes. Data is retrieved in near real-time with decision-making built into the kiosk software or rules-driven at the cloud layer. This enhances the speed, helps in offline conditions, and aids in security.

Business rules come in a few flavors. Some events (e.g., last day of the month) or conditions (e.g., BOGO – buy one get one, or too many login attempts, display the lunch menu between 11 AM – 3 PM local time) occur. There is a great deal of flexibility.

Enhanced security. Kiosks are equipped with on-device or cloud-based cameras. These are triggered by events such as a consumer passing in front of the device or an event such as a bad card read. AI is improving the ability to detect theft or consumers who “falsely swipe” and pretend to pay. Kiosks provide automated, secure, and remote software updates.

Pricing structures. This is a big miss in the article. Pricing is always based on scale and other factors, primarily if the kiosk is used as a POS. The software updates cost money, but that is baked into subscriptions or monthly fees. No software, no working kiosk. The software is specific to the hardware and the configuration. You can't switch between different ISVs (Independent Software Vendors) the way you might with word processors.

Ultimately, it’s a let's make a deal scenario. B2B buyers (Operators) range from ten kiosks to ten thousand kiosk shops.

New technologies. AI and Machine Learning have provided image recognition, theft deterrence, and predictive analytics. Voice recognition is practical in specialized circumstances for other-abled consumers. I’ve deployed it for wayfinding at SeaTac (Seattle-Tacoma) airport enabling travelers to quickly find their way.

Here are the forward-looking 2024 enhancements

• Deeper Omnichannel integration. Kiosks have become a point of arrival for consumers. They either unlock or dispense a product or service based on a consumer’s membership. Consumer membership can be used across various retail brands/kiosk placements (E.g., stores and restaurants).
• Multi-function kiosks. The apps presented to consumers may be based on their membership or credentials, unlocking or providing a more comprehensive range of products and services.
• Secure ID Kiosks. More robust and fully contactless payment solutions, remote biometrics (unlocked via mobile device), and ID/Age checking for items).

Better Practices

If you are in the market for kiosks, here are considerations for you

1. Make a defined list of goals, objectives, and timeframes for your implementation. ROI on a site setup should be 18 months or less.
2. Follow the Starbucks rule. Put the kiosk at the corner of Main and Main. If it's not in a high-traffic, high-visibility area, you run the risk of underutilization.
3. Does the location have an excellent cellular or Wi-Fi signal?
4. Are necessary and adequate utilities nearby? Coffee is one of the top three products sold in vending and is north of $30B globally. Are you tapping a water line or running one from two floors away? Twenty kiosks in your lobby are going to draw a lot of power. Do you have a big enough circuit(s)?
5. Doing a site survey before you start your buying conversation or deployment will save you hundreds of hours and potentially tens of thousands of dollars. Contact me for a free site survey.

Do you have a kiosk or component I should review? ???? Get it on everyone’s Retail Radar.

#RetailInnovation #TechTrends #DigitalTransformation #CustomerExperience #SmartRetail