The revolution of AI and automation in entertainment
From the left: Head of Retail at Euronics Estonia, Kaidi Kelt; CEO of Apollo Digital, Oskar Rossar; CEO of Hansab Group, Janno Kallikorm; Sales and Marketing Director at Hansab, Rainer Saaron.
The rapid advancement of artificial intelligence (AI) and automation technologies is revolutionizing the retail and entertainment sectors, marking a fundamental shift in how businesses operate and interact with their customers.
Our partner Hansab, the leading Baltic automation services provider, hosted the 360° Retail Solutions 2024 seminar. This event brought together industry leaders and innovators to explore the significant potential and challenges associated with integrating these technologies into traditional business models. Notable speakers, including former Estonian President Kersti Kaljulaid, shared insights through discussions and examples, highlighting the seminar's importance in fostering innovation and growth in the sector.
Panel discussion participant Oskar Rossar, CEO of Apollo Digital, addressed the transformative power of AI. "We have been looking at these robots, such as solutions built on top of ChatGPT, and today we feel that we’d like to start experimenting by inputting our data to get information about ourselves, our business, and our data model. It isn't only about automation; it's about unlocking a deeper understanding of the operational, customer, and strategic sides of a business, leading to more informed, impactful decisions,” said Rossar.
The shift towards AI-driven analytics represents a significant evolution in how businesses approach data. By analyzing patterns, preferences, and behaviors, companies can tailor their offerings more precisely to meet customer needs, enhance operational efficiency, and identify new market opportunities.
Oskar Rossar, CEO of Apollo Digital
Transforming industries with automation
The impact of automation covers various aspects of business, from enhancing customer experiences to redefining operational efficiencies.
An innovative example shared during the seminar was the integration of phone systems within cinema seats by Markus Cinema software, enabling customers to order refreshments directly from their seats. This not only improved the customer experience but also significantly increased revenue streams, showcasing the direct benefits of thoughtful automation.
However, as Janno Kallikorm, CEO of Hansab Group, pointed out, "We don't discuss whether to digitalize or automate, but how extensively, when, and how we do it." This highlights a critical aspect of automation - its implementation must be strategic, considering both the potential benefits and the readiness of the business to adapt to these changes. Automation is not a one-size-fits-all solution but a tool that, when applied thoughtfully, can well enhance business operations and customer satisfaction.
The human element in the Age of Technology
While the benefits of AI and automation are clear, the seminar discussions also emphasized the value of human interaction. Rossar noted that artificial intelligence does not replace personal interaction. "It can make this interaction faster, but currently, it does not replace it, and I hope it will not start to do so," he said. There’s a thin line between leveraging technology for efficiency and maintaining the personal touch that customers value.
Technology can enhance service delivery by automating routine tasks, freeing staff to focus on areas where human interaction is most impactful. The challenge for businesses is to integrate technology to complement and enhance human service, not replace it.
Electronic shelf labels and other solutions in the Euronics design store
Digital solutions and automation as a way for the effectiveness
Digital transformation encompasses a range of initiatives to leverage technology to improve business outcomes.
The seminar highlighted several examples of digital transformation in action, such as the shift to electronic price tags in Euronics, which not only streamlines pricing management but also contributes to environmental sustainability by reducing paper use. "The introduction of electronic price tags eliminated the need for manual price updates, saving us not just labor costs but also contributing to our sustainability goals," shared Kaidi Kelt, Head of Retail at Euronics Estonia.
Traditional methods in marketing are giving way to more interactive, engaging, and personalized approaches. Rossar's mention of replacing physical posters with digital displays in cinemas is a great example of how businesses are leveraging technology to capture customer attention and use automation to cut costs at the same time.
The journey toward full automation and digital transformation is fraught with challenges, from cybersecurity concerns to ensuring the sustainability of operations. "Security is a matter that needs to be dealt with from morning until the evening," marked the CEO of Apollo Digital.
As businesses adapt to these changes, the insights and examples shared during the 360° Retail Solutions 2024 seminar will undoubtedly serve as valuable guidance.