Led by the team of the Associate Dean for Faculty Affairs and Associate Professor, Dr. Reza Etemad-Sajadi, this research focuses on human-robot interactions in a service delivery context. Through interviews, we gathered four outputs that appear to be important when talking about frontline service robots. But first off, what are frontline service robots? They are defined as system-based autonomous and adaptable interfaces that interact, communicate and deliver service to an organization s customers (Wirtz et al., 2018). Advertisements
Service Robots: Use-cases
Service robots can be used in various ways. Some companies prefer to use them only with their employees, whereas others choose to put them in contact with their clients. In the latter case, one example is Pepper at Swisscom. This company used the robot as a floor manager, which means that its function was to greet clients and ask them why they were visiting the shop. With its AI, Pepper then transferred