Trends Report

The Rise Of Customer Service Robots

Use Physical Robots To Make Operations More Human

August 21st, 2018
With contributors:
George Lawrie , J. P. Gownder , Daniel Hong , Sarah Dawson , Peter Harrison


Customer service leaders are reimagining their operations with automation and AI at the center, fundamentally changing the nature of jobs. Customer service robots — semi- or fully autonomous physical machines that perform services for the wellbeing of humans and equipment — are emerging as a viable solution in the AI technology arsenal. Robots can assist field workers and retailers to deliver better experiences and take over dangerous and undesirable service tasks. This report explores four nascent scenarios for customer service robots.

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