Abstract
In South Africa, nearly 40% of the workforce comprises low-skilled employees with limited formal education (Statistics South Africa 2024). This demographic constitutes a substantial segment of the fast-food sector, where advanced qualifications are not a prerequisite. As artificial intelligence (AI) technologies - particularly self-service kiosks - proliferate in fast-food chains such as McDonald’s, concerns have emerged regarding their implications for precarious labour.
This study investigates how the introduction of self-service technologies (SSTs) influences the work experiences, job security, workloads, and skill development of low-skilled employees at McDonald’s in Rustenburg. Employing a qualitative research design, the study draws on eight in-depth, semi-structured interviews that capture workers’ lived experiences of automation.
The findings reveal that while self-service kiosks streamline operations and improve efficiency, they also intensify workplace surveillance, increase workloads, and heighten job insecurity among low-skilled employees. Furthermore, insufficient training during this technological transition exacerbates workers’ sense of vulnerability. Although some participants recognised the operational benefits associated with automation, others expressed deep concern about its long-term effects on employment stability.
Ultimately, the study contributes to a broader understanding of how AI-driven automation reshapes labour relations and reinforces precarity among low-skilled workers in South Africa’s fast-food industry.