It’s pure efficiency. I always customize my orders and it’s too many taps on a usually laggy system. I’m also usually ordering for 3, all customized. I can tell a cashier the entire order in less than 20s. And somehow their UI allows them to enter it just as quickly. It’s not a muscle memory thing either, it’s literally the interface and hardware they use runs fast and is perhaps designed with efficiency. The kiosk app is designed for dummies and takes forever to use. I’ve tried it at several places and it’s always my take away. When I use it I literally watch 5+ people place human cashier orders before I can place my order.

I’m not against talking to people for transactions. I’m against being forced to use inefficient machines.

Just wait until you have to make a complicated order in a country where people don't speak English very well, you will be very thankful for the kiosks. Even the US has two languages.

I prefer the machine because the order is correct 100% of the time. When I used to have someone take the order, I had to double check the receipt to make sure the order was correct.