Pioneering Technology for the Challenges of Today's Marketplace
Customer Service Robots
Leveraging Face to Face Interactions for Accurate Customer Data Collection
Customer service robots are professional service robots intended to interact with customers. These robots come in humanoid and non-humanoid forms and automate much of the most basic of tasks in customer service. Like all robots, their value lies in labor savings, efficiency and uptime.
The market for customer service robots hit $53 million in 20161 and is expected to reach $88 million by 2022. In total, it’s estimated that there will be 23,000 customer service robots deployed worldwide by 20222. Industry consolidation will be an important factor in the steadily advancing capabilities of customer service robots – a primary driving force of market growth.
Most customer service robots are used to assist customers in finding an item or completing a task. They’re being deployed in the retail industry to guide customers around a store, as well as in the hospitality industry. Customer service robots can be found in banks, shopping malls, family entertainment centers and more.
The true value of customer service robots lies not only in their ability to interact with customers more cost-effectively than human staff, but their ability to collect customer data during face-to-face interactions. In this way, customer service robots have major potential for developing interactive marketing and re-branding strategies and for the tracking and analytics of customer behavior.
Customer service robots can be deployed in a variety of ways. The market is expected to steadily rise as industry consolidation accelerates technological progress. As their ability to interact with customers and collect data improves, they’re expected to become an increasingly regular part of the customer service process.
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