virtual assistant

Do the elderly use self-service devices?

The digital age has ushered in a new era of convenience, with self-service solutions becoming increasingly prevalent in various aspects of our lives. From self-checkout kiosks at grocery stores to online banking, these solutions aim to streamline processes and enhance user experiences. But there’s a common stereotype that older individuals are hesitant or unable to adopt these technologies. As more and more Gen-Z individuals start to become a big part of the consumer market less and less focus is turned to older generation preferences of interaction. Is this perception accurate?

Understanding the Perception

It’s not uncommon to hear people say that older individuals are resistant to technology, particularly self-service solutions. While this perception is rooted in some truths, it’s important to recognize that it’s not a one-size-fits-all scenario. While there may be barriers such as unfamiliarity and discomfort with new technology, many older adults are embracing self-service solutions once they understand the benefits.

According to a survey conducted by AARP, a leading organization advocating for older adults, about 60% of individuals aged 65 and older in the United States regularly use the internet. That has increased as COVID-19 pandemic arose. While this statistic may not be surprising, what’s interesting is that a significant portion of this demographic engages in online activities such as email, online shopping, and even social media. This indicates a growing openness to digital platforms. Another study by Pew Research Center’s revealed that older adults are increasingly adopting smartphones. In fact, smartphone ownership among those aged 65 and older saw a considerable increase over the past decade.

So what about self-service devices?

One of the best examples of successfully implementing self-service solutions in an industry is ATM’s. Everybody uses them regardless of their age. Although mostly used by younger generations self-check-outs in stores is also something that changes how the stores are functioning.

The key to attracting everyone to use self-service devices is to make it easier to use them. Several financial institutions have developed user-friendly mobile apps with seniors in mind. These apps boast simplified interfaces, larger fonts, and intuitive features tailored to the older generation’s preferences. Such initiatives have shown promising results in bridging the technology gap among older individuals and promoting self-service banking. Same goes for physical devices installed in stores or other establishments.

Some of the functions that would help to use these devices better for the seniors:

Clear and Large Fonts: Use legible fonts and ensure that text is displayed in a sufficiently large size to accommodate seniors with visual impairments.
High Contrast and Clear Icons: Utilize high contrast color schemes and clear icons to improve visibility and make navigation more intuitive for users with varying levels of vision.
Simple Interface: Keep the interface straightforward and avoid clutter. Reduce the number of options displayed at once to prevent overwhelming users.
Voice Commands: Incorporate voice recognition technology to allow users to navigate and interact with the device using spoken commands, making it easier for those with mobility issues.
Touchscreen Sensitivity: Adjust the touchscreen sensitivity to prevent accidental selections, catering to users who may have difficulty with fine motor control.
Tactile Feedback: Implement tactile feedback mechanisms, such as haptic vibrations or audible cues, to provide confirmation for actions taken on the device.
Assistance Options: Include accessible help menus, tooltips, or video tutorials that guide users through the process step-by-step if they encounter difficulties.
Physical Accessibility: Ensure that devices are at an appropriate height and angle for easy access by individuals who may use mobility aids like wheelchairs or walkers.
Assistive Technology Compatibility: Ensure compatibility with common assistive devices, such as screen readers, magnification software, and switch controls.
Clear Instructions: Provide clear and concise instructions at each step of the process, making it easy for users to understand how to use the device.
Customizable Settings: Allow users to adjust settings, such as font size, color themes, and interaction preferences, to suit their individual needs.
Gesture and Motion Recognition: Incorporate intuitive gestures and motion recognition for navigation, catering to users who may be more comfortable with natural movements.
Timeout Adjustments: Extend the timeout period for interactions, giving elderly users ample time to complete tasks without feeling rushed.
Emergency Assistance: Include prominent emergency buttons that connect users to support personnel or services if they require immediate assistance.
Feedback and Confirmation: Provide clear visual and auditory feedback to confirm actions, helping seniors feel confident about the selections they make.
User Testing: Conduct usability testing with elderly individuals to gather feedback and make iterative improvements to the device’s design.

With these functions it can make it easier for seniors to help use the self-service device. That way they become more inclusive not only to the seniors, but also other groups of people that may find it difficult to use these devices at first glance. Particularly in healthcare facilities like hospitals or pharmacies, where the need for efficient services is critical.

Although most of the seniors still tend to like more face-to-face communication over self-service, studies show that COVID-19 pandemic was a real turning point for older generations to choose self-service options as well. Shopping online or visiting a doctor via video call to reduce risk of catching the virus staying too long inside or waiting in the line was something they appreciated during that time. And now that pandemic is over they associate these solutions with the benefits they remember from that time.

Self-Service: What to Expect in the Coming Years?

Self-service is the modern way of helping customers. It fits perfectly with how people in the 21st century like to do things. Nowadays, many customers prefer to use self-service instead of talking face-to-face or in person. They want to solve problems on their own instead of asking someone else for help. The idea of quickly fixing a problem by yourself is very appealing in today’s fast paced world. It totally makes sense that self-service is not going away – in fact, it’s only going to become more popular. Self-service market is only growing. Businesses are seeing this and adding self-service options to make their customers happier.

From automated checkouts at grocery stores to interactive kiosks at airports, self-service technologies have revolutionized the way we interact with businesses and services. As we venture into the next few years, it’s essential to anticipate how the self-service industry will continue to evolve and shape our experiences. Let’s take a glimpse into the future and explore what we can expect in this dynamic landscape.

AI as a Tool for an Enhanced personalizition

Of course one of the most exciting developments in the self-service industry is the integration of advanced data analytics and artificial intelligence. With AI now being the most discussed technology improvement in the world, self-service systems will become more adept at analyzing customer behavior and preferences. This will lead to highly personalized experiences, where self-service kiosks and platforms can anticipate user needs and offer tailored recommendations. Imagine walking into your favorite coffee shop, and the self-service screen already suggests your preferred drink based on past orders.

Seamless Integration of Multiple Channels

The future of self-service is not limited to physical kiosks alone. Businesses are increasingly focusing on omnichannel strategies, which seamlessly integrate online and offline interactions. Expect to see self-service options that allow customers to start a transaction on their mobile device, continue it on a kiosk, and finalize it through a website—all while maintaining a consistent experience throughout.

Expanded Industry Applications

While self-service technology is already prevalent in sectors like retail, travel, and hospitality, its influence is expected to extend to new industries. Healthcare, for instance, see the implementation of self-service kiosks for patient check-ins and prescription pickups. We already see that this is catching up with the healthcare industry and soon there will be even more industries that will see the benefits of self-service devices. Similarly, education might adopt self-service platforms for enrollment processes and course registration, streamlining administrative tasks and reducing wait times.

Enhanced Security Measures

As self-service systems handle more sensitive information, such as payment details and personal data, cybersecurity will be a paramount concern. In the coming years, self-service technology will likely incorporate more robust security features, such as biometric authentication (fingerprint or facial recognition) and advanced encryption protocols, to ensure the protection of user data. This is also one of the driving forces of self-service device rising popularity – they can provide more privacy.

Integration of Virtual Assistants

Virtual assistants and chatbots have already made their mark in customer support, and their integration with self-service platforms is a natural progression. These AI-powered assistants will offer real-time guidance and support as users navigate through self-service processes, making the experience more intuitive and user-friendly.

Continued Evolution of Payment Methods

The way we pay for goods and services is constantly evolving, and self-service technology is poised to keep up with these changes. Expect to see more options for contactless payments, mobile wallets, and even experimental technologies like biometric payments, where your fingerprint or retina scan could replace traditional payment methods.

In conclusion, the self-service industry is on the cusp of significant transformation in the coming years. With advancements in technology, increased personalization, integration across channels, self-service experiences are set to become more convenient, efficient, and user-friendly than ever before. As businesses continue to adapt and innovate, consumers can look forward to a future where self-service solutions cater to their needs while enhancing overall customer experiences.

To discuss self-service solution possibilities for your business, please get in touch with us today, and one of our team members will be more than happy to advise you!

August 9, 2023 Toms Piliksers, Co-founder Bussiness, Future, General, IT No comments yet

Self-Service Virtual Assistants for Business Centers

In the dynamic landscape of modern business, maximizing efficiency and productivity is crucial. Business centers, too, are dedicated to delivering top-notch services to their clients and tenants. The advent of self-service virtual assistants has transformed the business center industry, presenting a wide array of advantages and groundbreaking features that optimize workflows and elevate customer satisfaction. In this article, we will delve into the benefits and key attributes of self-service virtual assistants tailored for business centers.

Benefits of Self-Service Virtual Assistants

1. Video calls with administration

Connecting remotely with administration through the self-service device’s video call function offers clients an interactive experience. Clients can initiate a video call with administrative staff directly from the device’s interface, enabling face-to-face communication from any location. This real-time interaction allows clients to discuss inquiries and receive tailored assistance for an example of scheduled meeting. The video call function enhances trust and ensures prompt resolution of issues, fostering a sense of convenience and support for clients who may be unable to visit the place or office in person. It also supports the security of the office for unwanted personas entering your premise.

2. 24/7 Accessibility

One of the primary advantages of implementing self-service virtual assistants is their availability round the clock. Traditional office hours no longer limit clients and tenants from accessing essential services and information. This constant accessibility enhances customer satisfaction, particularly for night owls or workers of night job specification who might require assistance during off-hours. As the device can be equipped with a system that would best suit your needs there are plenty of customs to work around such as biometric authentication or personalized PIN codes, to verify the identity of users during night hours. This helps prevent unauthorized usage and enhances the security of sensitive operations. The self-service device can provide night-specific information, such as nearby amenities that operate during late hours or emergency contacts.

3. Reduced Workload for Staff

By delegating routine tasks to self-service virtual assistants, business centers can alleviate the workload of their staff. Mundane queries, appointment scheduling, and general information requests can be efficiently handled by the virtual assistant, allowing staff to focus on more complex and value-added tasks, such as personalized client assistance and resolving intricate issues. Automatized administrative work reduces businesses’ needs from employing extra staff due to the reduced workload therefore also reducing monthly costs.

4. Cost-Effectiveness

Incorporating self-service virtual assistants can lead to cost savings for business centers. Further expanding the point mentioned in the previous paragraph, hiring and training additional staff to manage customer inquiries can be expensive, but virtual assistants offer a cost-effective solution. Once the system is set up, it can handle multiple requests simultaneously without incurring additional labor costs.

5. Seamless Navigation and Guidance

Self-service virtual assistants are designed to guide users through various processes and services seamlessly. From finding available meeting rooms to providing directions within the building, these virtual assistants ensure that clients and tenants have a positive and hassle-free experience, improving overall satisfaction and loyalty. It can have all the information uploaded so that clients can receive what they need in a matter of seconds.

6. Marketing content stand in the free time of client interaction

During idle periods, self-service devices present a strategic opportunity for business centers to enhance client experiences and boost revenue. By leveraging the interactive interface, these devices can showcase ads, upcoming events in the business center, and premium services, engaging clients even when direct interactions are limited. The multimedia capabilities allow for tailored marketing content and captivating visuals, creating an immersive and informative experience. Additionally, centers can cross-promote affiliated businesses and offer exclusive deals to entice clients into exploring additional benefits. This clever use of technology not only maximizes customer engagement but also unlocks new revenue streams for business centers, making the most of every moment to achieve success.

7. Multilingual Support

For business centers serving a diverse clientele, language barriers can pose challenges. Self-service virtual assistants can be programmed to support multiple languages, accommodating clients from different regions and cultures. This feature creates a more inclusive and welcoming environment for all users.

Main Features of Self-Service Virtual Assistants

1. Natural Language Processing (NLP)

Advanced NLP technology empowers virtual assistants to understand and respond to users’ queries in a conversational manner. Users can interact with the system using their natural language, making the experience more intuitive and user-friendly.

2. Customizable Interfaces

Business centers can customize the virtual assistant’s interface to align with their branding and style. This personalization helps reinforce the center’s identity and enhances the user experience by providing a familiar environment.

3. Interactive Information Retrieval

Virtual assistants can access real-time information from the center’s database, including availability, pricing, building maps and facility details. Users can get instant answers to their questions, reducing the need for human intervention.

4. Hardware of newest technology

Crystal clear audio, high-quality video, HD touchscreens are just a few of the features that make interacting easy and pleasant. No buggy video calls or muddy audios. It leaves clients a good impression of your business centre and an alignment of progressive involvement with ever evolving technology world.

The integration of self-service virtual assistants in business centers represents a significant leap forward in enhancing customer experiences and optimizing operations. The benefits of video calls, 24/7 accessibility, reduced staff workload, cost-effectiveness, seamless navigation and other make them indispensable assets to any modern business center. Additionally, their main features, such as NLP, customizable interfaces, interactive information retrieval, provide a cutting-edge solution that caters to the diverse needs of clients and tenants. Embracing self-service virtual assistants positions business centers at the forefront of technological innovation, fostering a thriving ecosystem of efficiency and client satisfaction.