The Practical Impact of Artificial Intelligence on the Laundromat Industry – From Operational Efficiency to Customer Experience
Artificial intelligence is reshaping industries across the board – and the laundromat business is no exception.
Although sci-fi visions of robots folding clothes might seem futuristic, the real impact of AI lies in its ability to make laundromats smarter, more efficient, and seamlessly integrated into our daily lives.
We asked as number of industry experts to delve into the multifaceted ways AI is revolutionizing the laundromat industry, from enhancing operational efficiency to delivering personalized customer experiences. They explore the tangible benefits for both owners and customers and examine the challenges and considerations that come with integrating AI technologies into a laundry operation.
Whether you’re a laundromat owner looking to stay ahead of the curve or an end-user seeking a more convenient laundry experience, the transformative power of AI promises to reshape the way we all approach laundry day.
Dennis Diaz
Spynr
New York City
First off, when we talk about AI-driven technology transforming the laundromat industry, we’re not necessarily talking about robots folding your clothes. (However, yes, that is already a thing).
More realistically, we’re looking at smart technology – tools such as washers and dryers that can adjust their cycles based on the load size or fabric type, thus saving energy and reducing wear and tear on garments. Think about machines that can send texts when laundry is completed or suggest the most energy-efficient times to do the wash. These technologies exist. It’s all about making things smarter, not necessarily flashier.
For laundry owners, the benefits of AI are quite tangible. Efficiency and cost savings come from those smart machines optimizing energy use and reducing water consumption. Imagine your machines running at lower costs and informing you about maintenance needs before a breakdown occurs. This is huge for keeping things running smoothly without unexpected expense or downtime.
Moreover, AI can level up the customer experience in some pretty cool ways. We can envision a lot of applications on the route end making their way into self-service laundromats, like mobile apps that let people check machine availability, pay for their wash, or even select specific wash settings from their phones. No more waiting around or scrambling for quarters. And for full-service laundries, imagine AI helping to track the progress of each order, sending updates to customers, or recommending custom wash cycles based on past preferences. It’s about making laundry day less of a chore and more of a breeze. Of course, once in place, be sure to get out the word about these features through every marketing channel available to you.
As far as staff and labor, AI might seem a bit intimidating at first. But, rather than replacing jobs, it’s more about shifting roles. Staff can focus on customer service or tackle more skilled tasks, instead of mundane monitoring of machines. AI can enhance the role of your employees to provide better service.
Yes, the upfront cost and learning curve will be hurdles. Small-business owners need to weigh the benefits against the costs, finding solutions that offer a good return on investment. Plus, there’s the task of training staff and possibly updating some infrastructure. But the payoff in efficiency, cost savings, and customer satisfaction could very well make it worthwhile.
Looking ahead, I think we’ll see even more user-friendly AI applications in laundromats. Perhaps systems that offer predictive maintenance, telling owners which machines are likely to need attention soon – or even AI-driven sustainability initiatives, helping laundromats reduce their environmental footprint. The key will be accessibility and practicality for laundry operators, making sure these advancements are not just for the big players but for every local laundromat wanting to offer something extra to its community.
Although we might not see flying laundry drones anytime soon, the future’s looking pretty exciting with AI making laundromats smarter, more efficient, and even more integral to our daily lives. And for the owners out there, it’s an opportunity to stay ahead of the curve and keep those machines – and customers – happily humming.
Jason Fleck
Vice President, Vended Sales
Laundrylux
Inwood, N.Y.
I think we all agree that Chat GPT is just the tip of the proverbial iceberg for AI. If you’re following the chip businesses out there, such as Nvidia, you know that AI-infused machines, POS, laundry-related apps, and beyond are all coming – and the early adopters of AI are going to be innovators in the next wave of technology in our industry. When you consider the next evolution of customer engagement platforms, AI shows a lot of future promise as well for many industries, including laundry.
AI technology offers laundry owners several advantages in terms of efficiency and cost savings. One significant benefit is the development of intuitive software that can anticipate the needs of the laundry business before operators even have a chance to navigate through a clunky user interface. This predictive capability streamlines operations, reducing downtime and maximizing productivity.
Moreover, as AI continues to advance, it will become as intelligent as (if not smarter than) humans in managing laundry operations. This intelligence will enable AI systems to optimize various aspects of the laundry process, such as load balancing, scheduling, inventory management, and resource allocation – leading to increased efficiency and reduced waste.
Furthermore, the shrinking size of AI technology, potentially fitting into devices as small as an Apple watch, opens a plethora of possibilities for laundry owners. With AI embedded into wearable devices, operators can access real-time data and control laundry operations remotely, allowing for greater flexibility and responsiveness.
In addition, AI will eliminate some of the guesswork. It can help manage the process that today relies on human monitoring. We can see everything from predictive maintenance of the equipment, personalized recommendations of laundry products, and voice-activated controls to improved remote monitoring. I also can envision ways to deliver smart utility management features that help cut costs on utilities and lessen the environmental impact of laundromats.
AI-powered machines can automate many tasks that would otherwise require manual labor, such as monitoring equipment, managing inventory, and even performing basic maintenance tasks. This could lead to a decrease in the number of employees required to efficiently operate a laundromat.
In theory, with AI handling routine tasks, staff can focus more on providing personalized assistance to customers, addressing their specific needs, and ensuring a positive experience. Of course, this shift toward customer-centric roles may require staffing adjustments to meet customer expectations.
Historically, our industry has been slower than some to adopt new technologies such as AI, but early adopters could get a competitive edge if implemented properly. Similar to other promising technologies in the past that had poor deliveries, I think we need to be careful that AI implementation in the laundry space isn’t just a buzz word but actually moves the needle and improves the experience for both owners and end-users.
In some sense, I see AI being a disruptor of the socio-economic landscape. It likely will bring great rewards to some and disruption to others. Those on the cutting edge of it who learn and adopt it will benefit the most. For our industry, I see it benefitting laundromat owners the most by improving the operations side.
Down the road, I think the combination of robotics and AI could automate labor-intensive tasks in laundromats, such as folding and sorting laundry. These robots can work alongside staff to increase efficiency, reduce operational costs, and improve overall productivity. It may sound a bit uber-futuristic, but if you’ve watched things like the most recent Tesla earnings call lately and thought about it – that scenario could be less than 10 years away.
Joe Hainline
Chief Technology Officer
Alliance Laundry Systems
Ripon, Wis.
The AI-driven technologies I see transforming the laundromat industry in the future include predictive maintenance, natural language interfaces to laundry apps and systems, and intelligent systems that help customers do their laundry easier by choosing the right cycles and settings.
In terms of efficiency and cost savings, AI can benefit laundry owners by reducing downtime and increasing machine lifespan through predictive maintenance, automating repetitive management tasks, and enhancing their ability to get insights about the performance of their stores, including optimization recommendations.
AI also can contribute to improving the customer experience by providing personalized recommendations for laundry cycles and settings, by offering easy-to-use natural language interfaces in multiple languages, and by providing marketing and promotional automations tailored to the exact customer needs.
Gregg Schantz
Setomatic Systems
Boca Raton, Fla.
On the machine level, AI can help monitor error messages, turns, and water and utility consumption to proactively monitor machine performance and see where maintenance might be needed before the machine is out of order. This could help to reduce downtime of washer and dryers and maximize laundromat profits.
At the same time, AI also could benefit owners and end-users with regard to customer service. For example, AI could handle refund requests – analyzing the request to determine the validity, and then issuing a refund if warranted. The store owner would then receive notification that a refund was issued.
Additionally, AI could take customer reviews and feedback, and then either respond to the reviews or give the owner feedback on recommendations as to how to respond. Customer complaints can be handled in the same way, with AI providing an immediate response so that customers feel the owner cares and is listening to them.
Furthermore, AI can help in the wash-dry-fold segment of the business by letting attendants know how each customer prefers their clothes washed, such as if they want specific detergents, water temperature, and so on. It can help in monitoring inventory levels of soaps and other products owners purchase on a regular basis.
Although I see AI taking over for some of the tasks mentioned above, I don’t believe it can take the place of a store’s employees. It can assist in some administrative duties, but the laundromat customer has gotten used to dealing directly with laundry attendants.
John Buni
CleanCloud
London, U.K.
We’re already starting to see the impact of AI in terms of marketing and content creation. Tools like Midjourney are helping customers design images and create collateral like flyers and landing pages without the need for costly, time-consuming photo sessions, while tools like ChatGPT are helping non-marketers quickly create and scale content for emails, social media, etc.
On the operational side, we’ll start to see more of a move toward smart washers and dryers. Admittedly, these aren’t wholly new, but I think we’re going to see the technology evolve at a rapid pace. These advanced machines, equipped with sensors, will identify fabric types and soil levels to optimize wash and dry cycles, which will not only conserve water and energy but also extend machine life by predicting maintenance needs.
Then there’s the intriguing, and slightly controversial, prospect of laundry robots. While it may seem like a concept from a sci-fi film, the idea of robots assisting with manual tasks like transferring and folding laundry could soon become a reality, streamlining operations and enhancing efficiency for laundry owners.
Dynamic pricing is another area where AI can make a big impact. It would be the next step beyond promotional strategies that owners are already using, enabling real-time pricing adjustments based on demand. The benefit is that you can optimize revenue and manage customer flow far more effectively than in a world where you’re manually interpreting data.
Laundry is still quite a manual process, it relies heavily on having people available to take orders, manage machines, and check that the right order is being handed back to the right customer. I think this is where we can expect to see big improvements with AI.
Smarter machines are going to help reduce water and energy consumption, which in turn will help to reduce utility costs for laundromat owners.
It also will mean improvements in efficiency. With smarter machines running potentially shorter cycles, more orders can be processed. In addition, the improved reporting and insights will enable store owners to make more strategic decisions about when to implement dynamic pricing or when to activate promotions to drive up demand.
Other types of AI, such as laundry robots, might require an initial upfront investment, but long term they’re likely to save money and make laundromats more efficient. It won’t fully replace the need for staff, but it will mean that owners can potentially do more with less.
For example, you might choose to remain open 24/7 but have your night shifts solely operated by robots, because that’s when you’re processing commercial orders, which don’t require direct person-to-person interaction. In that scenario, you’re saving money on staff during times when the laundromat isn’t busy with self-service customers.
We’re increasingly moving toward a cashless economy, so having more machines that accept mobile and card payments will be an improvement for many. Not everyone carries coins.
Again, looking somewhat into the future, robots could play a role for self-service customers with limited mobility or disabilities, helping them with their washing tasks. Moreover, robots can be used to help keep facilities clean and tidy.
For full-service operations, facial recognition software could ensure that wash-dry-fold or commercial clients are always remembered, as well as information on their laundry preferences, their laundry history, and so on.
Above all, laundromat owners need to make sure AI is adding value to their customers. Before adopting new technology, you have to think about your customer makeup and how comfortable they’re going to be with the technology. You might love the idea of smart machines, but if the majority of your customers prefer to use quarters, then replacing all of your existing machines with smart machines isn’t the best move.
Do your research and make sure it’s right for you. New technology is exciting, and it’s great to want to embrace it – but you have to be able to walk before you can run. Be sure to carefully research before implementing anything new and make sure that:
- You’ve fully thought through how you’ll use it.
- You’re comfortable with using it.
- You’re properly set up to do so.
AI is opening many doors, but it doesn’t work in isolation. Yes, you can use AI to create great marketing, and we’re seeing some of our customers do that with great success. But there’s no point in creating great email content if you don’t have a database of customers.
Meredith Weigelt
Paystri
Salem, Mass.
AI is already having an impact on our lives – from personal assistants like Siri, to self-driving cars or individually tailored entertainment experiences like Netflix giving recommendations, to employing AI in healthcare to improve medical diagnosis and treatments. Even payment processing has seen innovations thanks to AI, as it’s already used in some cases.
When you purchase something online, you can input your financial information with just a few clicks. This streamlining is due to the use of AI in payment processing – something that is becoming increasingly common in recent years.
Overall, AI in payment processing serves to streamline the entire process – and will continue to make things faster, better, and safer for consumers and merchants alike as the technology improves.
Here are a few of the most important benefits:
Reduces fraud: Artificial intelligence is the first line of defense against fraud. For example, AI can analyze user behavior and patterns like keystrokes, mouse movements, and scrolling to create a unique profile for each user. This profile can then be used to identify any unusual behavior and flag it for review. AI also can monitor customer service interactions to detect fraudulent activity like phishing or social engineering attempts. AI makes detecting and rooting out consumer fraud easier and faster than ever – without extra work for merchants.
Improves consumer experience: Having their financial information ready for them with a few clicks, is a benefit many consumers cherish. Making sure they have readily available information means they don’t have to slow their shopping to input their data. AI can offer a smooth experience for every shopper by predicting consumer behavior and holding onto important data.
Makes data gathering simpler: Speaking of holding onto important data, AI makes gathering important information about your consumers simpler than ever. Companies can take stock of who is buying which items, how much they are spending, and their satisfaction level – all in one place. By gathering and helping to organize this information, artificial intelligence makes it easier than ever to tailor products and services to your loyal consumers.
Predictive analytics: AI can be used to analyze customer data to make predictions about future payment trends. This can help companies make more informed decisions about how to manage their payment-processing operations
Return on investment: AI integration in payment processing is not free. However, the ROI of utilizing this technology can far exceed that of many other payment processing types and customer service technologies. That ROI means that your investment is put to good use and continues to build on its value over time.
Of course, one of the most significant benefits is that AI can save time and money for everyone involved in payment processing.
Al Anjavi
Cleantie
Beverly Hills, Calif.
AI technologies have the potential to revolutionize the laundry customer experience in both self-service and full-service segments by optimizing operations, providing personalized services, and enhancing overall efficiency.
AI can impact self-service laundries in the following ways:
- Remote monitoring: AI-enabled sensors in machines can provide remote monitoring capabilities, allowing laundromat owners to track usage, monitor water and energy consumption, and identify maintenance issues from a centralized dashboard.
- Personalized recommendations: AI algorithms can analyze customer preferences and usage patterns to provide personalized recommendations for detergent selection, wash cycles, and drying settings.
- Reduced machine downtime: AI-powered systems can monitor the performance of laundry equipment in real-time, predicting potential breakdowns or malfunctions before they occur.
- Smart payment systems: AI can optimize payment processes by offering convenient payment options such as mobile payment integration, contactless payments, and automatic billing. This eliminates the need for cash transactions and reduces waiting times at payment terminals.
- Virtual assistants: AI-powered virtual assistants, or chatbots, can provide on-demand assistance to customers, answering questions, providing instructions on machine operation, and troubleshooting issues. This self-service option can reduce the need for staff intervention, empowering customers to resolve issues independently, and improving efficiency and customer satisfaction.
And here are a few ways in which full-service operations can benefit from AI:
- Appointment scheduling: AI-driven appointment scheduling systems can optimize service scheduling and capacity management, ensuring customers receive prompt and efficient service without long wait times. By analyzing historical data and customer preferences, these systems can allocate resources effectively and minimize service delays.
- Automated communication: AI-driven communication platforms can automate customer interactions through personalized emails, SMS messages, or chatbots. These platforms can send notifications about order status, pickup/delivery schedules, and special promotions, keeping customers informed and engaged.
- Customer feedback analysis: AI algorithms can analyze customer feedback and reviews to identify trends, preferences, and areas for improvement. By leveraging sentiment analysis and natural language processing, full-service laundries can gain insights into customer satisfaction levels and tailor their services accordingly.
- Customized services: AI can enable full-service laundries to offer customized services tailored to individual customer preferences. For example, AI algorithms can recommend specific detergent brands or fabric softeners based on customer preferences and fabric types.
- Quality assurance: AI-powered image recognition systems can inspect garments for quality and cleanliness, ensuring that items meet the highest standards before being returned to customers. This will reduce the likelihood of errors or discrepancies, and help build customer trust in the service.
Although AI can offer laundry owners a number of business benefits, it also presents several key challenges and considerations that owners and operators must address.
For instance, the upfront costs of implementing AI technologies – including hardware, software, and infrastructure upgrades – can be significant. Owners must carefully evaluate the return on investment and budgetary constraints before committing to AI implementation.
Plus, integrating AI technology with existing laundromat systems and processes can be complex and time-consuming. Compatibility issues, data migration challenges, and the need for staff training may arise during the integration process, requiring careful planning and coordination.
In addition, AI technologies rely on vast amounts of data to function effectively, raising concerns about data privacy and security. Laundromat owners must ensure compliance with data protection regulations and implement robust security measures to safeguard customer information and sensitive data.
No doubt, introducing AI technologies into the workplace may require staff training and re-skilling to effectively operate and manage these systems. Employees may need to acquire new skills, such as data analysis, machine learning, and technical troubleshooting, to adapt to the changing technological landscape.
Of course, AI also raises ethical and social concerns related to job displacement, algorithmic bias, and fairness. Store owners must consider the potential impact on employees, customers, and the broader community – and take the necessary steps to mitigate any negative consequences.
Moreover, AI systems require ongoing maintenance, updates, and technical support to ensure optimal performance and reliability. Laundry operators must establish protocols for system maintenance, troubleshooting, and addressing technical issues to minimize downtime and disruption to operations.
Lastly, introducing AI may require customer education and awareness to promote acceptance and adoption. Some customers may be unfamiliar or hesitant to interact with AI-driven systems, needing clear communication and support to assist with a smooth transition. Furthermore, owners must ensure compliance with relevant regulations and standards governing the use of AI technologies, including data protection, consumer rights, and industry-specific regulations. Failure to comply with regulatory requirements could result in legal and financial consequences.
Clearly, addressing these challenges and considerations is critical and will require careful planning, collaboration, and investment in resources and expertise. However, by proactively addressing these issues, you can maximize the benefits of AI technologies, while mitigating any potential risks or challenges associated with implementation.
Paul Hansen
CEO
Laundry Growth Partners
Chicago
No doubt, the world of technology is constantly evolving, and AI is no exception. Although it’s a fascinating development, I won’t deny that there’s a healthy dose of intrigue mixed with a touch of apprehension.
However, at my laundromat, I’ve found AI to be a valuable tool that streamlines operations and enhances the customer experience.
One of the most impactful ways I’ve utilized AI is in employee training. Gone are the days of relying solely on traditional methods. Today, I leverage AI to create engaging and informative training materials. Scriptwriting has becomes a breeze, with AI generating clear and concise content. Voiceovers are more accessible, adding a professional touch.
But the real game-changer is AI-powered instructors. Imagine a virtual trainer that can deliver information consistently, answer questions in real-time, and even adapt to different learning styles. This not only saves time and resources, but also ensures all employees receive a thorough understanding of procedures.
What’s more, most of our stores are in Hispanic neighborhoods, and that’s where AI translation comes to the rescue. Imagine a customer who doesn’t speak English fluently. With AI-powered translation tools, we can bridge the language gap. This technology offers seamless audio and text translation, enabling us to effectively communicate wash cycle options, answer questions, and provide great customer service – no matter the native language.
Looking ahead, I’m particularly interested in exploring AI-powered chatbots for customer service. These virtual assistants can answer frequently asked questions and even handle basic troubleshooting – all without human intervention. This not only frees up staff to focus on more complex issues, but also offers customers 24/7 support, enhancing their overall experience.
Although AI offers tremendous benefits, it’s important to remember that it’s a tool, not a replacement for human interaction. The human touch remains essential in building relationships with customers and fostering a welcoming atmosphere. The future of my laundromat lies in leveraging AI to become more efficient and responsive, ultimately allowing us to deliver exceptional service and keep our customers coming back for a clean and convenient laundry experience.
