Companies are also modernizing. In an increasingly digital world, it is not enough to have a website: now, companies seek to be present everywhere. The majority have developed mobile applications to facilitate access to their services and are active on various social networks, thereby seeking to be closer to their customers. In this way, it is imagined that, by having greater contact and presence in the digital world, they can improve the customer experience.

This effort to digitize their services is not exclusive to large technology corporations, but has reached all corners of the market, including fast food restaurants. A clear example of this trend is what happens in some Kentucky Fried Chicken (KFC) establishments. In particular, in one of the branches located in the Periférico Sur, on Céfiro Street, a touch screen has been implemented to place orders more quickly and autonomously.

The idea of ​​being able to order what you want without having to talk to someone is attractive. That's precisely what I did on my last visit. However, the technology is not perfect, and I faced a problem. After I had selected and paid for my food, the system showed me a message that said, words more, words less, that my order had been received and the payment processed correctly, but that it had not arrived in the kitchen.

At that time, I thought solving the problem would be simple. After all, what could go wrong if the system had recorded everything? However, this type of situation reminds us that, although technological solutions are designed to make our lives easier, they can sometimes fail and leave us in unexpected situations.

Reflection on Technology and Customer Service

What happened at KFC is not an isolated case. As companies adopt new technologies, they also face new challenges. On the one hand, automation can make service more efficient and improve the customer experience, but it can also cause problems if it is not well implemented or if employees are not prepared to handle system failures.

It is evident that companies, when adopting these technologies, must be equally prepared to resolve any inconveniences that may arise. The use of touch screens, apps, and other automated systems should not only facilitate operations, but also provide an agile solution when things do not go as expected.

In short, companies modernize, and with this come both benefits and new challenges. The key will be to find the balance between technological efficiency and personalized customer service, so that the advances truly meet their objective: improving the experience of those who interact with these platforms.