Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
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Your email address will not be published.Required fields are marked *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
Groupe Bruxelles Lambert enters into exclusive negotiations for the acquisition of the Webhelp group

GBL announces today it has entered into exclusive negotiations to acquire a majority stake in the Webhelp group, together with its co-founding shareholders, Olivier Duha and Frédéric Jousset, who would retain their role as founding executive directors, and its management team. Founded in 2000, Webhelp is today one of the world's leading providers of customer experience and business process...

Blog
Safeguarding client loyalty and retention

  Everybody likes to be valued and appreciated and the success a company celebrates is also directly linked to its clients. In a B2B business model, clients are after all the reason we are in business. And when they feel valued, they not only become loyal but also use their experience to...

Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

News
Webhelp’s market expansion strategies in the contact centre outsourcing market earn it accolades from Frost & Sullivan

Webhelp's keen focus on agile customer experience (CX) solutions has helped it grow across Europe in an intensely competitive market Based on Webhelp’s successful growth strategy across Europe, Frost & Sullivan has recognised the company with the 2018 European Market Leadership Award in...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook