Use Cases

Enhancing Customer Experience Using Service Robots in Retail

April 25, 2018 By Gina Wurms retail |Bluetooth Low Energy|, |client based| 0

Customer service robots in retail add value to the smooth customer journey and provide valuable insight into consumer behavior.

At a glance

mobile robot with interactive touch screen for product search
guided indoor navigation to the desired product via SDK integration
possibility to contact salesman including location transmission

Problem Definition

In large shops like DIY stores or electronics markets with numerous aisles, often extending over several floors, it is difficult for customers to quickly find the product(s) they are looking for. When they walk into a store, they expect their shopping experience to be as smooth and stress-free as possible. If products are not easy to find, this might not only result in negative reviews, but might also cost the store future business.

Solution

Autonomous mobile robots make the shopping experience easier for consumers—simplifying the process of finding the product they are looking for. Upon arrival at the store, the customer can interact with the robot and get help finding a certain product. The robot features an interactive screen that customers can use to enter the required goods. Users view the product location on a map and can either retrieve it on their own or let the robot take them there. It is also possible to notify a salesman if the customer has further questions concerning the product or other service features.

For retailers, the robot is a useful tool to improve customer service, staff planning and the layout of the store.

Technical Implementation

Bluetooth Low Energy (BLE) beacons are evenly spaced throughout the store. The robot receives Bluetooth signals from the beacons and uses signal strength measurement for self-positioning. The underlying technology from infsoft is provided via SDK (Software Development Kit). The system is linked to a warehouse management system (WMS), where product information and location (aisle, shelf number etc.) are stored. The robot uses this data as a navigation target to guide the customer on predefined routes to the requested goods. If a customer requests further help via the touch screen, a message is sent to a salesman nearby including the current location of the robot.

The data gathered by the robot can be sent to the infsoft LocAware platform^®, where it is intelligently processed and can be used to gain insights into customer behavior, evaluating the search queries. Visualizing the robots’ walking routes can help to analyze high and low frequented areas, determine personnel requirements efficiently, and optimize shelf layout and arrangement.