Many have heard the tales of technology taking over jobs that would otherwise be filled with human beings, but in the year 2014, there aren’t many industries seeing this robot-filled prophecy come to fruition. Lowe’s may be carving the path, however, with its new robotic customer service unit.
Lowe’s recently announced that the company is testing robotic customer service units on wheels. Customers who need to match a nail or find an item in the store can simply ask help from a robot. In theory this seems like a fantastic idea that solves a lot of problems like accents that are difficult to understand or even misinformation from a rep, but the robots, tested in 2014 could pose a number of new problems once they become a mass feature in all Lowe’s customer service departments.
OSHbots are made of two big white columns with black screens for customers to interact with. The unit rolls around the store equipped with a 3D camera that can scan and identify items. The unit can even lead the customer directly to the aisle and area the product is located on. The robots are also equipped with a running inventory database that tells them what exactly is in stock at the store and when. The units can speak English and Spanish, though undoubtedly more languages will be available as the robots become more popular and more widely used.
Lowe’s could be leading the way in robotic customer service reps in retail and other industries. However, Lowe’s is also leading the way in home furniture design with its “holoroom,” a virtual-reality environment that allows consumers to see different furniture in different rooms before they make a purchase.
Robotic customer service raises concerns that these new units are taking jobs that would otherwise be given to human beings in need of an income. Though the cost of the project is currently undisclosed, one has to wonder if it’s far cheaper than the ongoing salary and benefits costs of full-time and part-time employees. Lowe’s certainly seems to think so.
A recent study revealed that there are numerous jobs and fields in danger of being replaced by automated technology. Robotic customer service may be the first in a long line of roles revolutionized by technology. Other possibly automated positions include transport logistics, manufacturing, office support and administration.
Lowe’s customer service is leading the way in an effort to become more technologically advanced, but the cost of this new technology may not be a price that the company itself ultimately has to pay—in fact, it’s entirely possible that the price of robotic customer service must be paid by the thousands of customer service reps who might now be out of work.
Image courtesy of Simon Abrams on Flickr.com
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