What is "temi," the robot that's garnering attention as a means of explaining things?
"Temi" evolves as an explanation robot
Explanation work is one of the most labor-intensive areas of corporate activities. Receiving visitors, explaining products and services, guiding them around facilities, and responding to inquiries. All of these tasks require human knowledge and judgment, and have a significant impact on the customer's experience. However, there are many issues piling up in the field, such as inconsistencies in explanation quality due to labor shortages and differences in staff experience. With the accuracy of explanations directly linked to business performance for many companies, the question of "how to stabilize explanation work" has been a long-standing theme.
Amid this trend, the keyword "explanatory robot" has begun to attract attention. The idea of entrusting explanation tasks to robots was once considered something of the future, but is now being supported as a realistic option. A prime example of this is the autonomous mobile service robot "temi," which is being widely adopted. Temi is not simply a replacement for tablet devices; its strength lies in being a "robot that can provide explanations while moving." It patrols designated routes, approaches customers who appear interested, and delivers accurate explanations via its screen. Furthermore, it can seamlessly connect to human service when necessary, minimizing the burden on staff while maintaining the quality of explanations.
What is an explanation robot?
An explanation robot is a robot that provides information to customers visiting a company, but it does more than simply provide audio guidance. It can combine multiple means of explanation, such as video, text, guided actions, and remote calls, to help visitors understand. Explanation work is an area that requires accurate knowledge and clarity. Increasing the number of staff does not necessarily ensure consistent quality of explanation, and differences in enthusiasm arise between staff members. Explanation robots can be thought of as "systemized customer service representatives" that solve these issues and maintain a consistent level of explanation at all times.
Among these, temi has gained popularity for its high mobility and expandability. There aren't many robots that can move autonomously around the museum and act as a "mobile explainer" rather than "waiting." Furthermore, explanations using touch panels and videos are highly accurate, making it easy to implement in places where specialized explanations are required. While it can also be equipped with AI dialogue functions, at present it is often still used in a trial setting. Rather, a system that presents clearly organized information on a touch panel and connects remotely to staff when necessary is more highly rated in terms of the accuracy of explanations.
Why is an explanation robot needed?
The importance of explanation work is increasing more than ever. One reason for this is the chronic labor shortage. An increasing number of companies are unable to allocate much time and manpower to dealing with visitors, making it difficult to maintain sufficient staff for explanation work. There is also the problem that the same product or service can be communicated in a different way due to differences in the content of explanations given by each staff member. Since the quality of explanations is directly linked to customer satisfaction, this issue cannot be ignored.
Explanation work can easily become personal, and there are large differences in the expression and depth of explanations between experienced staff and newly hired staff. In order for a company to standardize explanations, it needs a system that can reliably deliver information, like a robot. Furthermore, with the increase in inbound demand, multilingual explanations have become necessary. It is difficult for humans to handle all of this, so multilingual displays and video explanations by robots can greatly reduce the burden.
Another major factor behind this is the increasing sophistication of products. In recent years, products and services have become more sophisticated, and the content they explain tends to be more complex. Accurately answering questions from customers requires deep knowledge, and standardization using robots is effective in maintaining a consistent level of explanation quality. The spread of explanation robots is a natural progression as a result of these accumulated challenges.
Features of temi as an explanation robot
Temi is easy to use as it has all the functions necessary for explanation work. Its first major feature is its autonomous mobility. Unlike fixed information terminals, the robot itself can move around the facility and begin explaining things to visitors at the appropriate time. By waiting in the corridors where visitors pass by or patrolling the exhibition area, it will not miss an opportunity to explain things. Its movements as a mobile explainer will greatly boost the efficiency of explanation work.
The accuracy of the explanations is ensured by touch panels and videos. The accuracy of AI dialogue is still unstable, and there are many situations where it is not reliable enough for formal explanation work. For this reason, companies that need to provide accurate information are now using a method in which organized explanations are displayed on a touch panel and videos are used to promote understanding. Another advantage is that the explanations can be kept up to date because the materials created by the company can be used as is.
What sets temi apart as an explanatory robot is its remote customer service capabilities. When a question arises that the robot alone cannot fully explain, a specialist staff member can respond directly through the robot. Visitors feel as if they are talking to a person through the robot, and staff can provide explanations even when they are not on-site. This method, which combines a "primary explanation by the robot" and a "final explanation by a human," contributes greatly to stabilizing the quality of explanations.
Effects of implementation
Many facilities that have introduced temi as a robotic explanation agent have reported that inconsistencies in explanations have been reduced and the stress of dealing with visitors has been greatly reduced. Standardizing explanation tasks means that the same level of explanation can be provided regardless of who is in charge. By having the robot handle the primary response, staff can focus on more important customer service. As guidance is possible even during unmanned hours, the operational efficiency of the entire facility is improved.
Another notable feature is the increased satisfaction from the customer side. With the robot patrolling and guiding customers, they can access information immediately when they need an explanation. The explanations on the touch panel are easy to review, and when combined with videos, it is easy to understand. Furthermore, for content that is difficult to explain, the system switches to remote customer service, giving customers the peace of mind that "a person will come out when needed."
Furthermore, the ability to standardize explanation content is a major benefit for companies operating across multiple locations. The problem of different explanation methods at each location can be resolved by using robots as the core of the operation. Records of explanations and customer reactions can also be accumulated, making it easier to keep a cycle of improvement.
Specific scenarios where utilization is progressing
During factory tours, robots travel along a set route, explaining key points in each process with videos. In showrooms, robots are in charge of product explanations, allowing staff to be concentrated where they are needed. In stores, robots patrol the store, introducing recommended products and functioning as a system for calling staff as needed. At events, they explain exhibits with videos, filling in the gaps that cannot be covered by humans. Robots are also being used for guidance in medical facilities and for giving explanations within educational facilities, widening the scope of their explanation work.
Operational design using iPresence
Simply installing the robot is not enough to make temi function as an explanation robot. Operational design is required, including how to arrange the explanation content, how to set up the patrol route, and when to connect to remote customer service. iPresence focuses on the operation of the robot after it is installed, designing scenarios, producing videos, and adjusting the UI configuration to match the explanation quality required by companies. They treat AI dialogue as an auxiliary function and focus on designing the entire operation so as not to impair the actual explanation experience.
Summary
While explanation work is essential for companies, it is also a burdensome task. On-site issues are becoming more complex, including labor shortages, explanations becoming more personalized, and the need for multilingual support. As an explanation robot, temi can act as the entry point for explanations while maintaining a consistent level of quality by combining multiple methods, such as autonomous movement, touch panel guidance, video explanations, and remote customer service. While AI dialogue is currently in a test and auxiliary role, the explanation experience can be improved by dividing the parts that require accuracy between the robot and staff.
Temi is a realistic and effective option for companies that want to streamline their presentation operations, increase visitor satisfaction, and standardize presentation quality within their organization.
