In the Media

Prof. Zeynep Ton speaks with Marketplace host Meghan McCarty Carino about the impact of automation, such as self-service kiosks or chatbot customer service agents, on retail shopping. When thinking about self checkout stations and chatbots, Ton recommends companies evaluate whether the technologies can “improve value for the customer? And would this improve productivity for employees and make their jobs better so that they can serve the customers much better too.”