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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.
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