I’m not a fan of putting technology between the consumer and customer service. I see it as a marketing ploy by IT people keen for stuff to sell. Maybe I’d accept it in a library or for purchasing petrol (gas) but not traditional over the counter enterprise.
Already there are sites with dialogue on getting around self service checkout systems as this rottenegg.com entry shows.
In researching this it was comforting to find a blog entry from ‘nelson’. He says I miss the human interaction with the clerk. But mostly I found the experience intimidating.
I own a software company and it doesn’t make sense to me that we are trying to create technology products which dehumanise retail. No sense at all.