It’s not always about what is necessary because customer preferences can change, too. The automated ordering on machines in fast food restaurants or self-checkout in supermarkets may have been introcued to save businesses money and reinforced to limit interactions under COVID, but some people just prefer not to have that human interaction when it’s not absolutely required. As more people get used to and come to prefer managing things like that for themselves, the fact that it isn’t necessary will be overcome by the fact that people like it.