Upstream Works CEO Rob McDougall Featured in Retail Technology Insider on Balancing Automation with Human Support

Rob McDougall, CEO of Upstream Works, was featured in Retail Technology Insider with a bylined article on how retailers can balance the automation of self-checkout with real-time human support to elevate customer experience.

In “The Human Touch in a Self-Service World: Modern Support for Enhanced Customer Experience”, McDougall explores how innovations like AgentNow—a remote assistance solution that connects customers to live agents via self-checkout kiosks—are transforming the in-store experience by combining efficiency with empathy.

“Today’s customers no longer have the patience for long lines or feeling lost at self-checkout,” McDougall writes. “Solutions like AgentNow provide a personalized touch, resolving issues in real-time and keeping customer frustration at bay.”

With consumers returning to in-store shopping, retailers are under pressure to provide support options that are both immediate and human. McDougall explains how modern solutions are enabling remote agents to assist customers via live video, voice, or chat, all while reducing operational costs and improving loyalty.

As AI-driven tools like real-time agent guidance and automated conversation summaries continue to evolve, McDougall emphasizes the need for technology that enhances, not replaces, the human touch in customer service.