In a bid to cut costs, some fast-food restaurants in the US are hiring workers from Asia and Africa to handle customer orders via video calls. Happy Cashier, a company facilitating this shift, connects diners in New York with cashiers based in the Philippines, Malaysia, and Ghana.

Cost-Effective Labor

Happy Cashier’s founder, Chi Zhang, highlights the significant cost advantage of this model. While New York City’s minimum wage is around $16 per hour, workers in these countries are paid much less—$3 per hour in the Philippines, for instance. This setup not only saves money but also leverages the flexibility of workers accustomed to working in different time zones.

Video Call Service in Action

At participating restaurants, one or two dedicated screens connect customers with Happy Cashier’s remote staff, who handle order taking, allergy information, and relay orders to the kitchen. This service, already in use by several fast-casual and fast-food restaurants in New York, has received positive feedback for its innovative approach.

The Impact of Video Cashiers

Lilly Jan, a lecturer at Cornell University’s Hotel School, notes that the pandemic accelerated the evolution of order-taking, making video-call cashiers a new norm. While this method bridges the gap between cost-cutting and personalized service, restaurants must evaluate if it enhances the customer experience or speeds up service.

Happy Cashier’s virtual cashiers also contribute to other tasks, such as job postings, review management, and SEO work during off-peak hours, providing additional value beyond order taking.