AI, automation & more: The tech driving the next era of convenience services

In their book, “The Future Is Faster Than You Think: How Converging Technologies Are Transforming Business, Industries, and Our Lives,” authors Steven Kotler and Peter H. Diamandis suggest that technology is advancing so rapidly due to exponential growth. This means that technology improves not at a steady rate, but at a rate that increases continuously over time. How quickly? They define exponential technology as one that consistently doubles in power while also becoming less expensive.

Operators have certainly witnessed the acceleration of technology over the years, with no signs of slowdown in sight. As competition heats up and artificial intelligence enters the picture, authors Kotler and Diamandis appear to be on target. The technological offerings are only improving, and some of the leading products such as smart markets are becoming more affordable.

In recent interviews, I asked two questions to some of the industry’s technology leaders:

What products made for operators are you currently most excited about?
What does your company have on the drawing board or coming down the line that operators should be excited about and might see at the upcoming NAMA Show?

Not surprisingly, the technology leaders were quite excited about their current offerings and very enthusiastic about the NAMA Show and their future offerings.

Smart markets gain ground

Smart stores offer operators a means to control theft and shrinkage in unattended locations. Smart stores fit into existing operator workflows and servicing processes.

“It’s been really gratifying watching operators embrace PicoCooler Vision and Stockwell. These solutions are going toe-to-toe with traditional vending while also opening new doors — literally — for new client locations,” said Ryan McWhirter, vice president of product strategy at 365 Retail Markets. “Think of PicoCooler Vision and Stockwell as the dynamic duo that’s transforming a corner of the breakroom into a mini retail destination. And let’s be honest, who wouldn’t get excited about tech that makes a ‘fridge’ this cool?”

“We’re forging ahead with our vision for the ultimate smart store — giving operators a modular suite of solutions that seamlessly scale to any location. Whether you’re looking to outfit a cozy office nook or an expansive corporate campus, 365 Retail Markets is busy ensuring you’ll have the right tools to be in command of your growth. From next-gen AI features to new breakthroughs in frictionless retail, our ‘drawing board’ is stacked with innovations that cater to real-world operator needs. Stay tuned—because we’re just getting started,” said McWhirter.

Smart coolers can address theft concerns

“Over the past few years, operators have faced significant challenges in controlling theft and shrinkage, especially as they expand their businesses with micro markets and smart coolers. That’s why I’m incredibly excited about the advancements we’ve made with Smart Stores,” said Jeff Dumbrell, chief revenue officer at Cantaloupe Inc.

“This technology has been a game-changer, offering a proven, scalable solution that directly addresses these pain points. By integrating weighted shelf technology that just works, operators can confidently expand their unattended retail offerings without the constant worry of shrinkage. The best part? Smart Stores are designed to fit seamlessly into their existing workflows, meaning drivers can follow familiar servicing processes while leveraging enhanced security and real-time inventory tracking.”

Tablet-enabled vending management systems (VMS) can simplify unattended retail management and help operators streamline tasks. VMS technology simplifies inventory tracking, route optimization, sales reporting and analytics, cashless payment integrations and remote machine monitoring.

Looking forward, Dumbrell said Cantaloupe will debut its Smart Aisle technology at the NAMA Show. “That will be the next evolution of Smart Stores for locations that are high traffic and need a combination of AI camera technology along with weighted shelves to track and charge exactly what a consumer takes out of a store.”

Combine ambient, fridge and freezer in one smart cooler

“We are very excited about our Micromart Smart Store, which does 2x the revenue as traditional vending,” said Yang Yu, CEO of Micromart. “At the NAMA show, we will have a full Micromart Smart Store setup with ambient, fridge, and freezer, plus our heating tower add-on for operators wanting to serve hot food.”

Looking ahead, Yu said his company is developing an AI Copilot for Micromart Smart Stores, “using data from what’s selling and what isn’t, to make recommendations on what to sell, how much to stock each week, pricing and other insights. This innovative software application — coupled with our advanced hardware, including the digital price tags, and HD header displays — will be a new game changer,” he added.

Theft control with AI capabilities

“We are particularly thrilled about ARMS and the advanced AI capabilities it brings to the table,” said Mark Kronenberg, president of ProWatch Solutions, about its ARMS (Automated Retail Management System). “ARMS revolutionizes the way operators manage and secure their unattended retail environments. By leveraging our cutting-edge AI technology, the system not only offers unparalleled theft detection but also automates routine monitoring tasks, effectively giving operators valuable time back in their day. This allows operators to focus on enhancing customer experience and cost-effectively growing their businesses rather than being bogged down by security concerns.”

Kronenberg said that at the upcoming NAMA Show, ProWatch Solutions is excited to showcase the latest advancements in ARMS, featuring groundbreaking AI capabilities. “Attendees will have the opportunity to experience firsthand how our enhanced AI technologies deliver unprecedented theft detection and operational efficiency for their unattended retail markets,” he said.

Tech-ready smart coolers help futureproof businesses

Tablet-based and smart vending technology can streamline efforts and yet ensure markets and machines stay full, and customers get exactly what they want. — Tablet-based and smart vending technology can streamline efforts and yet ensure markets and machines stay full, and customers receive exactly what they want.

“We are very excited about our lineup of AVS Connect Cooler Markets that provide unattended retail solutions for our customers across a variety of industries,” said Keith Krail, director of marketing at AVS Companies. “Primarily utilizing our tech-ready CoolSmart cooler, we are helping futureproof businesses so that they can utilize and expand upon their equipment for years to come.”

Looking ahead to the NAMA Show, Krail said AVS plans to showcase a lineup of AVS Connect Cooler Markets featuring various technology integrations, including a POS terminal with a smart lock for daisy chain functionality, AI Camera Vision, a Load Cell (weight-based), and more. “We are working with several different partners to provide a full range of solutions for our customers that they can find all in one place,” he added.

AI-enabled VMS technology can help optimize operations

“The vending and micro market industry is evolving fast, and we’re seeing some exciting innovations,” said Evan Jarecki, CEO of Gimme. “Of course, we can’t talk about exciting tech without mentioning Gimme VMS — our modern, easy-to-use unattended retail management system designed to help operators achieve operational excellence without the headaches of legacy systems.”

Jarecki said Gimme has been working on multiple AI-enabled features in Gimme VMS. “We’re happy to talk about that and demo it for operators who visit the NAMA Show.”

Jarecki also offered a sneak peek at what’s coming down the line from Gimme. “We are live with scheduled report automations with AI-driven insights. We are developing in-app AI support to help with training, answering ‘how-to’ questions and AI-powered task automation.”

“Imagine delegating tedious tasks like smart merchandising adjustments, schedule optimization and commission reporting to AI — that’s exactly what we’re building. The goal is to take the burden off operators so they can focus on growing their businesses while AI handles the busy work,” said Jarecki.

AI-enabled walkout detection and monitoring

Smart coolers can help operators futureproof locations.

“We have a lot of exciting enhancements to our software, and some new tools for operators, which will be available to check out at NAMA,” said Bridger Keally, sales director at Panoptyc. “We just released a completely new walkout detection system using AI on the backend, which is a game-changer in the industry. This new technology will identify walkouts with a much higher success rate, so even if thieves think they are being sneaky by avoiding the kiosk, our system will hold them accountable.”

“Our Shopper Sense monitor solution for deterrence in retail and micro markets will also be on display, as well as a new case tracking portal which gives operators visibility into whether their clients have opened the incidents we shared and track their resolutions,” said Keally.

Max Weisbrod, vice president of product at Panoptyc, said they are continuing to fine-tune algorithms and workflows to provide better service. “A recent feature release saw an incredible 40% overall increase in suspicious incidents reported to operators week over week. As we continue to build out the Panoptyc ecosystem, operators can also expect more control and tooling on the front end. For example, a new installer dashboard will give visibility into kiosk health and quickly allow operators to tie in ADM reports with Panoptyc locations. This will ensure we are always able to perform reviews and that operators have visibility to any blocks,” he added.

Grab-and-go frictionless self-checkout for small offices

“We’re most excited about our GrabScanGo App Clip, which is a game-changer for small offices and co-working spaces looking to offer self-checkout without the need for a kiosk,” said Wilfred Martis, co-founder of GrabScanGo. “With no app download required, users simply scan a QR or App Clip code, scan their items, and pay instantly with Apple Pay, all within 15 seconds. This makes it perfect for co-working spaces with rotating members, offices with frequent visitors who need an easy, one-time checkout option and small micro-market operators who want to serve these locations without investing in expensive kiosks.”

According to Martis, the company is planning to launch an Android instant app later this year. “It will bring the same frictionless, app-free checkout experience to Android users. This ensures that anyone in an office or co-working space — whether on iPhone or Android — can easily check out in seconds,” he said.

Portable and diversified payment technologies

“In today’s economy, we know that diversification is the name of the game. Vending operators, in particular, are taking on additional revenue streams such as micro markets and breakrooms. To support our customers in their business journeys, we’re providing Nova Modu, our handheld POS, which lets you print receipts on the spot, opening up an unlimited world of business opportunities — like servicing food trucks and events,” said Pete Carmain, executive vice president of sales, North America, at Nayax. “We’re also excited to offer our Nova Smart Cooler, with its AI-powered system which is perfect for offering fresh goods — whose instant product identification, precision weighing and payment-activated access provide the infrastructure for secure, efficient and profitable business.”

Smart inventory software allows operators to track product levels and plan efficient restocks.

Carmain said that products that support new operator revenue streams — in addition to the tried-and-true VPOS Touch for vending machines — go hand in hand with the end-to-end tool stack that Nayax equips its customers with, including robust management software, integrated payments and loyalty solutions. “We’re thrilled to be showcasing Nayax’s complete ecosystem for operators at the NAMA show,” he added.

Optimize fresh and frozen food merchandising opportunities with coolers and freezers

“We’re thrilled to introduce our brand-new line of open-air coolers, designed specifically to keep perishable foods fresher for longer while maximizing product visibility,” said Randy Skyba, vice president of sales and marketing at Due North. “These sleek, high performance coolers are a game-changer for grab-and-go merchandising.”

“We’re also rolling out our innovative and the highly anticipated Minus Forty freezer, set to launch in Q2,” Skyba added. “These units are designed with cutting-edge energy efficiency and modern aesthetics to help operators boost sales while keeping products perfectly chilled. It’s an exciting time at Due North, and we can’t wait to share these advancements with our customers.”

Skyba said that at the NAMA Show, Due North will be bringing innovation to the convention floor. “Attendees will get a firsthand look at our brand-new open-air coolers, designed to keep fresh food at optimal temperatures while enhancing impulse sales. Plus, we’re showcasing our state-of-the-art 3-door QBD coolers, which offer premium visibility, customizable branding options, and industry-leading efficiency. They are also scheduled for Q2 release.”

He also promised some big news for operators. “Let’s just say we have something big in the works,” he said. “While we can’t spill the details yet. We’re developing something that will take refrigeration performance, efficiency, and user experience to the next level. It’s a game-changer — but for now, we’re keeping it under wraps. Stay tuned, because when we do reveal it, it’s going to set a new standard in the industry.”

Looking ahead to the NAMA show

As technology continues to grow exponentially, based on everything we have seen in the industry over the past decade, there is little doubt that the 2025 NAMA Show will be a showcase of eye-popping new technology offerings. This new technology will continue to attract industry newcomers and offer ongoing cost-efficient and revenue-enhancing solutions, allowing the leading operators an opportunity to focus on growing their business. Clearly, 2025 is a good time to be in the convenience services industry.