Can Robots Improve Customer Service? | Ivey Classroom Demo

Why It Matters

Robotic service agents can lower operating costs and differentiate customer experiences, giving Canadian firms a competitive edge as labor markets tighten.

Key Takeaways

• Robots act as change agents in restaurant customer experience.
• Multi‑role robots handle delivery, cleaning, and front‑desk greetings.
• Adoption spreads from large chains to mom‑and‑pop eateries.
• Cost‑effective automation can boost productivity amid economic pressure.
• Student projects bridge robotics concepts to real‑world business applications.

Summary

The Ivey classroom demo explored whether robots can enhance customer service, featuring speaker Johnny, a veteran of robotics in manufacturing and EV sectors, who highlighted the emerging role of autonomous machines in hospitality.

Participants learned that robots function as change agents, easing customers through an adjustment period and delivering tangible value by performing tasks such as product transport, dish handling, cleaning, and front‑of‑house greetings. The technology is scaling from multi‑billion‑dollar chains to independent eateries, offering a cost‑effective way to boost productivity in a tight economy.

Johnny cited a recent “screen robot” rollout that greets patrons with a simple “hi,” noting its blend of functional utility and modest creativity. He emphasized that students can translate these concepts into workplace solutions, filling a gap many owners feel about integrating automation.

The demonstration suggests Canadian businesses can leverage affordable service robots to reduce labor costs, improve guest experience, and stay competitive, while academic programs can accelerate adoption by training the next generation of robotics‑savvy managers.

Original Description

Service robots are becoming a new tool for enhancing customer experience – from greeting customers and delivering food to supporting staff and promoting products.

During a visit to Guneet Kaur Nagpal’s HB2 Digital Marketing Analytics class, Reliable Robots founder Johnny Alfonso discussed how robotics is being applied in real-world business settings, and why companies are beginning to see their value.

Through live demonstrations and discussion, the students explored how robots can support operations, create new marketing opportunities, and help businesses adapt in a changing retail environment.