SoftBank Robotics

Problem

SoftBank Robotics faced two primary challenges in adapting Pepper for the automotive service industry:

• Customer Experience Enhancement: They needed to better support customers during the often lengthy waiting times while their vehicles were being serviced. The goal was to make the wait more engaging and efficient through the use of a robotic assistant.
• Understanding Customer Receptiveness: The company needed to gauge how customers would respond to a robot acting as a service assistant, both in terms of acceptance and effectiveness in improving their overall experience.

Solution

Our team worked with SoftBank Robotics to build a custom experience on the Pepper platform, addressing these challenges with a blend of automation and human intervention:

• Custom Experience Development: We designed and developed a custom experience that allowed Pepper to address the top six customer needs during their time in the service center. Pepper provided information on service status, vehicle updates, and general dealership inquiries.
• Human Integration: To ensure seamless support, we integrated Pepper’s system with human service advisors through automatic text messaging, allowing human advisors to step in when necessary. This hybrid approach allowed for efficient problem-solving while maintaining a human touch.
• Stakeholder Demonstrations: To ensure the product met real-world needs, we demonstrated the prototype to a dealer advisory board and engaged brand champions to assess its viability in the service center environment.

Results

• Fully Functional Prototype: We created a fully working prototype of the service assistant experience on the Pepper platform, ready for real-world testing and further refinement.
• End-User Testing: We conducted comprehensive end-user testing, gathering insights from both customers and service staff, which allowed for continuous improvements and optimization of the concept.
• Viable Product: The end result demonstrated the viability of using Pepper to enhance customer service, paving the way for broader adoption within automotive service centers.