Service robots in the store: A next step towards personalization
1 January 2021 - 1 June 2021
This project focuses on the possibilities of using humanoid service robots to serve customers in a personal way in stores. For two SME retailers, we are investigating how service robots can be used for personal interactions with customers. Service robots offer retailers new opportunities to engage with customers personally and to innovate service business models.
Results
Service robots with artificial intelligence can talk to customers independently, collect, analyze, and learn data, and adapt. This offers new opportunities for personal customer interactions and innovation in service business models. However, there is still little practical knowledge about the use of this technology.
This project investigates which customers use a service robot in the store and with what goals. It also looks at what is needed to make these interactions possible. The knowledge gathered during this research is valuable to the retail sector. The results are translated into guidelines for designing personalized interactions between customers and service robots. In addition, this project is a first step in a longer research program that focuses on the deployment of service robots in stores.
Team
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Tibert Verhagen
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Michelle Straver
Partners
For the project "Service robots in the store," the Emerging Technology for Business research group and the Centre for Market Insights of the Amsterdam University of Applied Sciences are collaborating with the Social AI Group of the Vrije Universiteit Amsterdam, and TMO Fashion Business School.