As automation continues to transform industries, service teams are adapting to meet new challenges. While technology enhances efficiency, human expertise remains crucial for ensuring business continuity—particularly in retail and hospitality. Mike Groesch, Senior Vice President of Commerce Support at NCR Voyix, highlights how businesses can strike a balance between automation and human oversight to maintain seamless operations.
Bridging Technology and Human Expertise
Rather than replacing human roles, automation is augmenting them. Groesch explains that service teams today are expected to work alongside automation, adapting to new tools that optimize efficiency. “As technology advances, the skill sets of service personnel must evolve accordingly. They must be well-versed in the latest innovations, capable of managing sophisticated automated systems, and able to deliver high-quality customer service.”
For instance, in hospitality, self-service kiosks and cloud-based management platforms reduce manual workloads, allowing employees to focus on customer interactions. NCR Voyix’s Aloha Cloud Platform, for example, integrates multiple operational touchpoints, helping restaurants optimize workflows while keeping staff engaged in guest-facing roles.
Proactive Strategies for Business Continuity
Beyond daily operations, service teams play a vital role in ensuring system reliability and minimizing downtime. Groesch emphasizes the importance of a proactive approach: “Proactive service models leverage predictive analytics to foresee potential issues before they escalate, thereby minimizing downtime and operational disruptions.”
A real-world example of this can be seen at Stinker convenience stores, where NCR Voyix implemented dual edge servers with rollback capabilities to prevent single points of failure in their POS infrastructure. By taking an anticipatory approach, businesses can maintain uninterrupted service even during updates or unexpected technical issues.
Retaining and Supporting Service Teams
With persistent labor shortages in the hospitality industry, businesses are focused on retaining skilled employees. According to Groesch, technology can play a key role in improving employee satisfaction: “Providing ongoing training and development opportunities ensures that service teams remain competent and confident in managing both legacy and emerging technologies.”
In addition to training, automation can help reduce repetitive tasks, enabling staff to focus on more valuable work. AI-powered solutions can streamline processes across multiple locations, improving efficiency while reducing employee burnout. Recognition programs, such as NCR Voyix’s Service Appreciation Celebrations, further reinforce the value of service teams within an organization.
The Future of Service Roles
As digital transformation accelerates, service teams must continue evolving to meet new demands. Groesch underscores this point: “Businesses that invest in the continuous upskilling of their service teams not only enhance their operational efficiency but also foster a culture of innovation and adaptability.” Companies that prioritize training and employee support will be better equipped to navigate the shifting landscape of automation while maintaining high service standards.
By integrating technology with human expertise, businesses can develop a resilient service model that enhances both operational performance and the customer experience.
