When a stadium adds AI to everything, it's worse experience for everyone
2 days ago
- #AI in stadiums
- #automation drawbacks
- #fan experience
- BMO Stadium in LA implemented AI and automation in concession stands, leading to slower service and longer lines.
- The AI checkout system required staff assistance and took significantly longer than traditional human checkouts.
- Food variety decreased as the AI system struggled with diverse menu items, simplifying options to basic stadium foods.
- Automated vending kiosks for quick purchases were also slow, with errors in billing and no paper receipts.
- The overall fan experience worsened with reduced food quality, smaller portions, and increased wait times, especially in hot weather.
- Despite claims of increased efficiency and profits by the AI system provider, the author found human checkouts to be faster and more effective.