Domo Arigato, Lowe’s, for Using Robots
So, are robots the future of retail customer service?
That depends on many factors, most importantly how well Lowe's current test performs. According to the Ad Age article, Lowe’s has no additional rollout plans for OSHbots as of now. Basically, the company wants to test the robots in the real world to see how they interact with people before adding them to other stores.
"The big unknown is the human component," said Nel. "We have the technology that works really well, but there's some basic questions that there's just no way to answer until you actually view it."
This isn't the first we’ve seen robots used as customer service tools. In August, for example, Starwood Hotels & Resorts introduced a room-service robot at its Aloft hotel in Cupertino, Calif.
According to an article in TechCrunch, the robotic butlers perform tasks in the front and back of the house, as well as navigate around guests and use elevators. The "Botlrs" as they're called will be delivering amenities to guest rooms in lieu of actual humans, “freeing up existing worker's time and allowing them to create a more personalized experience for guests.”
For example, when a guest calls down and asks for a toothbrush or extra towels, hotel employees simply load up a Botlr with the requested items, dial in the room number, and the robot handles the rest.
What do you think about this latest technology innovation? Are robots a bona fide customer service improvement or a fad? Let us know by leaving a comment below!