What: Retailers are increasingly integrating robots into operations to boost efficiency while striving to preserve the essential human touch in customer service.

Why it is important: As automation becomes more prevalent in retail, finding the right balance between technology and human interaction is crucial to maintaining customer satisfaction, loyalty, and brand identity, especially in an era where personalisation is key to the shopping experience.The article explores how robots are becoming integral to retail operations, from automating inventory control to assisting with customer queries, which can lead to significant improvements in efficiency and cost reduction. However, it also emphasises the importance of not losing the human aspect of customer service, which remains a critical part of the retail experience. Retailers are tasked with the challenge of implementing automation that enhances, rather than detracts from, the personal touch that customers expect. Successful integration involves using robots for repetitive, time-consuming tasks while allowing human employees to focus on more complex, interactive roles, such as personalised customer service and problem-solving. The article highlights examples of how retail businesses are navigating this balance and the potential risks of over-automation, such as alienating customers who value human engagement. Ultimately, the future of retail lies in a harmonious blend of technology and human interaction, ensuring efficiency without compromising customer satisfaction.

Robots in retail: striking a balance between automation and human interaction