SmarTone deploying smart robots at retail stores

CMO Innovation editors
CMO Innovation

Hong Kong's SmarTone is deploying “smart robots” at its psychical retail stores to help enhance the customer experience.

The initiative, launched last week on Valentine’s day, involves the leading mobile network operator in Hong Kong deploying the NAO robot at its stores.

It marks the first time SmarTone is using actual robots for enhancing the customer experience. The idea is to streamline the customer experience while adding fun and improving engagement.

At the launch ceremony at SmarTone’s apm store, NAO joined local Web-celebrity Lilian Kan to sing, dance and play games with customers while uttering words of love.

Not to be outdone, Pepper, another smart robot, joined in the festivities as well. It was the first time both robots were pictured together.

“SmarTone has always been pushing the frontiers of innovation, committed to innovating customer experience in the industry,” SmarTone head of marketing and sales Josephine Lam said.

“The introduction of NAO will enable a fun and interactive experience, deepening in-store engagement with customers.”

NAO can perform detailed actions and is multi-lingual. It offered details about the latest service plan offerings while providing recommendations on phone accessories.

“Robotics is one of the hottest technologies and we know they will have a significant impact on our lives in the future,” SmarTone head of products and services Alex Kun said.

“We will continue to seek ways to introduce the latest robotics technologies into our business as well as provide opportunities for local enterprises, organizations, and individuals to experience the technology.”

SmarTone is not just looking to robotics to improve customer services and operational efficiency.

The company is looking to improve overall robotics appreciation as a territory-wide effort. For example, it will include the introduction robot rental services and the organization of coding workshops to spur interest in robotics among the youth.


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