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News » Virtual cashiers bridge NYC restaurants to Philippines


VIRTUAL CASHIERS BRIDGE NYC RESTAURANTS TO PHILIPPINES

Liezel Once

Last updated: April 16, 2024 2 min read
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Photo from Victor J. Blue / The New York Times

NEW YORK, UNITED STATES — In a novel experiment, a handful of New York City
restaurants are employing virtual cashiers who greet customers via video call
from the Philippines. 

At Sansan Chicken in Long Island City, Queens, cashier Romy beamed a smile from
her home office, recommending menu items like the fried chicken sandwich despite
occasional internet lags.

Romy is one of 12 remote workers hired by Happy Cashier, a startup that provides
this virtual staffing service. When not directly assisting customers, he greets
guests, explains menus, and manages online orders.

In an Instagram reel, vlogger @mikejchau shared his experience in ordering from
Sansan Chicken with the help of a female virtual cashier via Zoom, who even
recommended the store’s best-selling sauce.

“The virtual hosts could be the vanguard of a rapidly changing restaurant
industry, as small-business owners seek relief from rising commercial rents and
high inflation,” wrote Stefanos Chen, a Times reporter covering NYC’s economy. 

The virtual workers earn $3 an hour, significantly below New York’s minimum wage
of $16, but around double what similar roles pay in the Philippines.

While legal, the low wages have raised concerns about depressing industry
standards. 

“The fact that they have found a way to outsource work to another country is
extremely troubling, because it’s going to dramatically put downward pressure on
wages in the industry,” warned Teófilo Reyes of the nonprofit labor group
Restaurant Opportunities Centers United.





The service is currently used at a handful of Asian restaurants in Queens,
Manhattan and New Jersey, including Sansan Ramen and Yaso Kitchen. Founder Chi
Zhang, a former restaurant owner, expects rapid expansion to over 100 NYC
restaurants by the end of the year.

Reactions have been mixed, with some customers confused by the virtual hosts
while others, like Sansan Chicken manager Rosy Tang, view it as “a way for small
businesses to survive.”

But skeptics like Jonathan Bowles of the Center for an Urban Future note “the
fast-food work force is already shrinking, and new technology could further
transform the industry.” 

Offshore workers from the Philippines have also been actively monitoring Presto
Automation, a provider of artificial intelligence (AI) drive-thru ordering
systems. The company disclosed that over 70% of customer interactions involve
human agents, despite previous claims that the technology was highly autonomous.

 

← Gen Zers happier at work than perceived – ResumeBuilder survey
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“The BPO industry has historically been resilient during crises, said Derek
Gallimore, founder of Outsource Accelerator, an industry adviser. "Outsourcing
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depressions," Gallimore said.”

Cliff Venzon, Nikkei Asia

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“The best ways to free up your time involve regulating better workplace
productivity and finding different strategies to efficiently get work done. With
that said, here are several steps you can take.”

Derek Gallimore, Forbes

“While companies internally are not always set up to deliver a seamless CX, the
CX industry itself is becoming more demanding, as well. Derek Gallimore, founder
and CEO of Outsource Accelerator, an outsourcing marketplace and advisory firm
based in Manila, has witnessed the rising complexity of the customer service
industry firsthand.”

Harvard Business Review

“The Great Resignation is unavoidable, and it is still happening as employees
continue to look for job opportunities with greater working conditions. From The
Great Resignation to The Great Talent Reshuffle — the key here is to retain
employees.”

Derek Gallimore, Entrepreneur

“Despite being used for decades, outsourcing is still often looked down upon or
misunderstood but Derek Gallimore sees it creating a seismic shift of how and
where companies employ their workers.”

Susan Belknapp, California Business Journal
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Outsource Accelerator is the trusted source of independent information, advisory
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Derek Gallimore has been in business for 20 years, outsourcing for over eight
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