It seems to be the new business model for most companies these days. The banks started it and have fashioned it into an art form. When dealing with an ATM, the bank doesn’t need to have an employee in contact with you. You the customer stand in line, you the customer complete the transaction and you the customer pay a fee for that privilege.
Funny you mention back. A while ago I was standing in line for a teller to do some transactions and someone from the bank asked me if I just wanted to use the ATM machine. I asked her if she didn't like her job, and she looked at me sort of stunned. I said, if I can do what I was going to use a teller for at a machine, then there is no need for the teller...thus no need for you to have a job either.
Similar stunned look from the folks pushing me to self check out. I asked if I get an employee discount for doing all the work and if next week I'd be finding my goods still loaded in the trailer and I had to do that too.
I'm what I would call old school I guess...no drive through, no self checkouts etc. I have advanced to using an ATM now, but that took years.