As a part of its plans to introduce artificial intelligence (AI) to its services, SM Supermalls launched the first ever customer service in the country on Wednesday, November 22.
Shoppers at SM Megamall in Mandaluyong City were welcomed by two robots tasked to provide customers with information such as events and current promos. The robots can also respond to basic voice questions, reported ABS-CBN News.
The two robots are a part of the company’s testing phase of introducing AI services to its branches.
The management plans to deploy three customer service robots in SM Megamall next year. Other robots will also be deployed in other SM branches such as Mall of Asia, Seaside City Cebu, and Aura Premiere if successful.
In its Facebook page, SM Supermalls uploaded a video of the customer service robots roaming around the mall.
While the SM management seeks to improve its services by going AI, it recognizes that robots lack a “human touch” which their workers could provide.
“Definitely emotions, with human beings they have likes, they know what’s delicious, they know what’s exciting. I don’t think that can ever be given by a robot,” SM Supermalls chief operating officer Steven Tan said.
