American workers in manufacturing plants and distribution centres have long worried that their employers would find ways to replace them with robots and artificial intelligence, but the Covid-19 crisis has brought that threat to service workers, too. Businesses are increasingly turning to automated tools for customer service tasks long done by low-wage staff. But rather than robots, it is the ubiquitous QR matrix bar codes that are replacing humans [Editor’s note: the link may be paywalled]. Financial Times: Many restaurants have begun to experiment with QR codes and order management systems such as Toast that allow diners to order food to their table from their phones instead of with human servers. Grocery stores have increased their investments in self-checkout kiosks that replace human cashiers, and more convenience stores including Circle K are experimenting with the computer vision technology pioneered by Amazon Go to allow customers to make purchases without standing in a checkout line at all. The shifts mean that some of the 1.7m leisure and hospitality jobs and 270,000 retail jobs the US economy has lost since its February 2020 high are unlikely to return.
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