According to the latest data, 70% of consumers now expect to have self-service checkouts. 67% also prefer to use self-service options, such as using FAQs or even chatbots, over connecting to and speaking to a representative. The shift is becoming more and more prominent, especially as technology becomes more complex and is able to support this new shift in user habits.
Self-Service is A Widely Adopted Trend
Self-service is a widely-adopted trend. Supermarkets are now adopting more self-service kiosks than ever, and are changing from being a novelty to the norm. Customers are packing bags themselves, and paying without small talk or queues.
We are also seeing a sharp rise in digital loyalty apps, with self-scanners helping to put control directly into the control of the buyer’s hands. Rather than having to wait for assistance all the time, customers can solve their own issues instantly, which aligns with the trends we are seeing right now. We are also seeing a rise in self-service across digital banking. Mobile-first automation has helped to speed up this trend, with people able to freeze their card on a banking app, activate fraud alerts, or even apply for a loan without having to speak to anyone.
Online entertainment platforms are yet another example. Now, you can take out or cancel subscriptions on platforms without having to call or talk to anyone. When playing online casino slots, like Robbits or Hot Tuna, people can not only make deposits and withdrawals but also create accounts and claim bonuses. This allows people to take complete control over their playing experience, with full transparency provided across every stage of the process.
In other verticals, like the restaurant business, we are also seeing a rise in self-service. Now people can place their order at a dedicated kiosk and then go to the counter to collect. This, in a way, improves the experience for both fast food workers and consumers, as customers feel as though they can tailor their order, especially if a person has unique dietary requirements, without having to explain it to someone.
With user-led controls being so high, and with customers expecting to be able to serve themselves as standard, we are seeing a definite shift across almost every vertical.
Is Personal AI the Next Step in Automated Self-Service?
The next phase of user-led automation would be the rise of AI agents. Consumers are now using AI tools to draft emails, manage their calendars, plan travel, and even do their jobs more easily. Forecasts show that by the end of 2026, we can expect to see even more task-specific AI agents. Instead of someone having to browse the best hotel deal and find something that works for them, it’s more likely that we’ll find intelligent AI used to simplify the process, putting the power back into the hands of the consumer, but with more efficiency, speed, and an unrivalled sense of control.
Even though the enthusiasm for autonomy is visible, we are seeing some trends underneath the surface that do need consideration. Sensitive and complex issues still need a human touch, so that if there is an issue that needs escalating, it can be done without frustration. This also shows that in reality, automation isn’t about replacing people, it’s about empowering them. If someone really needs help, then there has to be someone at the other end of the line waiting to help.
Brands that can walk this fine line will see themselves benefit quite a lot and will dominate the era of self-service while meeting customer expectations, which is key when creating sustainable business models.
