Introduction

The franchise industry has long been a cornerstone of the global economy, providing opportunities for entrepreneurs to run their businesses while benefiting from the support and branding of a larger company. However, the landscape of franchise employment is rapidly changing, primarily driven by advancements in automation and artificial intelligence (AI).

Automation and AI technologies are revolutionising business operations, offering increased efficiency, reduced costs, and improved customer experiences. These technologies are leveraged in various ways in the franchise sector, from streamlining back-office operations to enhancing customer service through chatbots and automated messaging systems.

One of the most significant impacts of automation and AI on franchise employment is the changing nature of job roles. As repetitive tasks become automated, there is a shift towards more specialised, high-skilled roles that require human expertise. For example, automated ordering kiosks are replacing traditional cashiers in the fast-food industry, leading to a greater emphasis on roles involving customer interaction and food preparation.

While this shift towards automation and AI can result in job displacement for some workers, it also presents new opportunities for employment and career advancement. Franchises are increasingly investing in training programmes to help employees develop the skills needed to succeed in an automated workforce, such as data analysis, programming, and customer service.

Franchisees must also embrace these technologies, specifically where they can save time, such as using AI assistants to take notes during meetings. Franchisees should also use existing technology, such as management information analytics available in point-of-sale systems, to analyse their sales and profitability levels. In South Africa, franchises increasingly use WhatsApp as their primary communication tool. Although useful, this tool can be much more powerful when paired with AI-driven applications, taking care of everything from customer engagement to operational troubleshooting using the operations manual as part of the application. These services are available in South Africa and benefit many businesses. 

Another trend in franchise employment is the rise of remote work. The COVID-19 pandemic accelerated the adoption of remote work practices across industries, including franchising. Many non-retail-based franchises have implemented remote work policies for their employees, allowing them to work from home or other locations. This trend is expected to continue, driven by the desire for greater flexibility and the cost-saving benefits of remote work.

Conclusion

Overall, while automation and AI are transforming the franchise industry, they are also creating new opportunities for employment and innovation. By embracing these technologies and investing in the skills of their workforce, franchises can adapt to the changing landscape and thrive in the digital age.