Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
Nordics
NorwayEnglish
DenmarkEnglish
FinlandEnglish
SwedenEnglish
LatviaEnglish
InternationalEnglish

Leveraging robotics in the retail customer experience

Blog
26th October 2017

When most executives think about the role of robots in improving the customer experience they tend to think about Robotic Process Automation (RPA). RPA takes fairly repetitive processes, such as managing a loyalty database, and automates them. We might call the system robotic, but RPA is often just software advisors doing specific tasks over and over again.

RPA might not feature ‘real’ robots, but retail is one industry where real devices recognisable as robots are becoming an important tool beyond just process automation alone. In fact there are many specific areas of the retail customer experience where robots are already being used or are being tested.

The use of robots in retail might seem futuristic, but these are all areas where robotics is already in use. There are many developing areas where robots could be deployed in future. Tracking inventory and stock levels on store displays is a good example. Fashion retailers have found tools like RFID useful for this, but in a supermarket environment it’s harder to keep track of individual tins of food or bottles on shelves. Retailers, such as Target, are testing robots that can walk the aisles checking stock levels and ordering shelf stockers to replenish the missing items.

Almost all these robotic initiatives have a direct impact on CX. Whether it is ensuring that a delivery can be fulfilled faster or helping the customer to find a product in-store even when they cannot find a member of staff, these initiatives make the retail experience smoother and faster. Although many of these ideas and experiments are still hidden away in warehouses, I think the robots are coming in-store to a retail brand near you soon! What do you think of the potential of bots in customer service? Leave a comment below and let me know, or get in touch on LinkedIn.


Leave a Reply

Your email address will not be published.Required fields are marked *


Helen Murray
Article by: Helen Murray

News & Insights

Recommended for you
Service Provider
Solution Designer
Technology Enabler
News
Webhelp Becomes Key Player in Regtech BPO with Acquisition of GreenPoint

  Leading global customer experience and BPO company, Webhelp, has announced the acquisition of top French firm, GreenPoint. GreenPoint is a pioneer in digital and mobile management of Know Your Customer (KYC), digital processing of customers’ records and customer on-boarding.  The company is experiencing rapid growth as demand for compliant digital and mobile solutions for  customer...

Blog
A retailer’s guide to driving modern customer experiences

What are the modern customer experiences expected by retail customers today and how do online customers differ from those using apps or a website? Recent analysis published in Retail Customer Experience attempted to unpick this question and create some general guidelines for retailers. There...

News
Webhelp and Content Guru Unveil Customer Engagement Partnership

  Content Guru has entered into an important new partnership with leading global customer experience expert, Webhelp. This partnership will see the delivery of award-winning storm® Customer Engagement Hub™ and Cloud Contact Centre services to Webhelp’s enterprise clients across...

Whitepaper
The Spring of B2B Marketplaces : Modelling the impact of B2B Marketplaces strategies

Following the presentation of The Spring of B2B Marketplaces at the Marketplace Summit by Mirakl, we are pleased to make this fascinating study available to you! This study covers the state of B2B marketplaces today, and is proudly co-created by Roland Berger, Mirakl and Webhelp Payment...

Case Studies
Post Office Limited®

...