I think a lot of the service sector automation that will happen in the next 20+ years is analogous. Anything customer-facing is bound to stick around as long as people have spending money, while anything that's not customer-facing will slowly become automated.

E.g. The person at the counter in a McDonalds is the easiest person to replace -- all you really need is an iPad and a couple accessories. But if I were a betting man, I would bet that McDonalds will replace food prep jobs before replacing humans with kiosks in most locations.

Except that most people are REALLY BAD at operating a kiosk. You want a person at the kiosk so that they can gently guide the SUV driving suburban wife with the high maintenance order gently out of the way of the rest of the customers.

The backend jobs will be the first to get automated.

McDonalds has to compete with other chains and prices are already bottom barrel. In McDonal's case, taking human interaction out of the equation seems like a losing proposition.

It uses pictures and text. I will have to watch next time I'm in there to get coffee and see how well people use it.

My success rate for getting my order correctly at fast food restaurants is somewhere south of 50%.

Even if that's the case, you could still plausibly turn three to four people manning a register into four kiosks and one person to assist.

Panera Bread proves you wrong. Go into any corporate-owned store (not the franchise ones, they're behind), and they have iPad kiosks for taking your order. The food is still prepared by hand. They frequently even give you a bonus, like a free cookie, if you order with the kiosk instead of going to the human. And the kiosk does a far better job too: there's little or no line, you can easily look up your old orders or favorites and re-order them, you can easily make changes to your order (more or less salt/pepper, more or less lettuce, different bread selection, etc.) which you can't easily do with a human because the human won't present dozens of different options to you when you order, they just ask "what do you want?". Visual communication systems are far more information-dense than verbal ones.

Really fucking cool, and the coffee is excellent, too.

0) https://roastingplant.com/our-story/javabot

* A good barista will notice when they screw up the shot and pull pull another.

* A good barista will not burn or under-steam milk.

* A good barista will make sure you have the proper amount of milk and foam. (Getting a perfectly consistent result when steaming milk isn't really possible using a dead-reckoning controller or when using simple sensors like temperature AFAICT.)

* A good barista will make sure the drink looks as good as it smells and tastes.

  * A good barista will have no problem customizing drinks.

Totally. But the current generation of dead-reckoning-and-maybe-a-bit-of-very-simple-sensing style of control for grinding/tamping/steaming/pouring won't be sufficient. I would be unsurprised if substantially improved sensors (perhaps even vision) are necessary before we see computers over-taking the best baristas in an abssolute sense.

And unfortunately I don't think there's much demand for that sort of investment for the reasons outlined in other posts on this thread (even if robotic baristas could smash the human competition in coffee making, they still wouldn't displace the neighborhood coffee shops.)

But it is just interesting, from a technical/hacker perspective, that good barista work is a pretty hard robotics problem!

Go into any "artisan" coffee shop and the barista would pretty much look identical, many of them will engage and have their own "shtick" to make the experience of drinking their coffee "unique". The coffee it self is also going to be heavily branded and sold to you as some fantastic story with many images which again will be heavily focused on the people who were involved in the entire process from growing the beams to your cup.

This is what we are buying now, 20$> an ounce "fair traded organic beans" with some nice retro photographs of Bolivian coffee farmers combined with some 20 year old millennials inspecting the beans to make sure you get the "best" ones in your cup.

This is what you can't replace, brewing the coffee and even foaming milk is something that a machine can do easily, and arguably better than most people, heck even latte drawing can probably be better done with a 2-axis drip nozzle than a barista with a bamboo stick but when you pay 7$ for a cup of coffee you aren't paying for coffee you are paying for the experience that no machine can actually give you simply because you don't want it. You want the human contact because at least in my personal belief that is a coping mechanism we have adopted to make for the isolationist life style that many of us live today in which we spend more time with our phones than with people, and so we care now more about how our coffee and burritos are being made and by whom than ever before.

Is this true?

I'm mostly convinced about the brewing part (except that even the most meticulous machine will make mistakes, and a good barista will throw out a bum shot whereas a machine probably won't know the difference).

But I'm not convinced about the milk part. Do you have links?

(FWIW I totally agree with the tone and overall thesis of your post. And I really wish someone would deploy freshly ground-or-vacuum-sealed/fresh milk machines in airports/cafeterias/hotels/anywhere there's only a starbucks. But I also feel like better-than-average humans are still better than state-of-the-art machines.)

For human contact, just have a nice coffee shop with comfy chairs where people can sit around and read, chat, etc. You don't need humans making the food for your human contact, you just need to be in an environment with other human customers.

You can also have a human server who brings the drink you ordered to you. One human can run the whole establishment, filling in in all the ways the robots can't, but letting the robots do the more skilled work. When I go someplace for food or drink, I want to sit down and relax, not talk to the guy prepping the food. And since the food prep necessarily has to be done someplace away from the seating area (because that's where the foaming-milk machine is), I don't see any value in having a human back there when a machine can do it better. Now I do see some value maybe in being able to chat up the girl who brings the drink to me where I'm sitting. But the person behind a counter making the drink, who I can barely even see because there's a giant milk-steaming machine in the way? No, I don't see the value there.

There's still room for the human touch but sometimes you just want a decent double espresso and to be left alone.

While I have bought alcohol from a bar, the ratio of my non-bar alcohol still dwarfs bar-purchased alcohol. And frankly, even with the bar-purchased alcohol, it was social events with friends, the bartender could just as easily been a serve-yourself machine.

It's currently optional, but I could see it becoming standard fairly soon.

for essentially two reasons; a) mcdonalds treats their employees like shit. no job is better than that job ( i live in a country with social welfare) b) the person bagging the food scratched his balls just before doing so, and he sure as hell isn't bothering to use gloves now.

Too much salt on the other hand...

Bartender on a cruise ship.

https://www.youtube.com/watch?v=TBF7EE2xnN4

[edit] then again, automation of software development tasks held back the software industry at all...