The research, which ran from 2023 to 2026, addressed a practical question: what do social robots actually mean for customers, employees and store owners? To answer this, the researchers analysed conversation data from Pepper robots deployed in real retail environments. The findings showed that customers are generally positive about the functionality of robots, though privacy concerns continue to play a role in their acceptance. The team also examined how robots can advise customers, what kinds of questions arise and where the practical limits of the technology lie.

The findings are relevant for retailers considering applications of social robots in their own stores. The results have been published in detail in a research report. A current follow-up study focuses on the implementation of AI in social robots, with the integration of language models such as ChatGPT at its centre. Such models could enable robots to respond dynamically to customer questions, compare products using live store databases and make personalised recommendations. This could considerably increase the value of social robots for both retailers and customers, provided that privacy and transparency are properly addressed.