Social Implementation of Customer Service Robots and Its Challenges

Abstract

ugo, Inc. aims to create a world where robots are an integral part of society, working alongside humans. We have developed and provide the "ugo" robot for automating security and inspection tasks. Amid an increasing labor shortage, automating and streamlining not only security and inspection but also customer service has become a critical issue. With the rising inbound demand, multilingual support is urgently needed in many environments, such as transportation and hotels. Against this background, we have equipped ugo with a dialogue system using an LLM. In addition to dialogue functions such as speech recognition and response generation using the OpenAI API, we have built a mechanism to continuously improve the robot's customer service quality through RAG-based question answering, a feature to register and manage questions via the web, and the ability to generate and refer to conversation summaries. In the demo session, we will showcase how this system works and discuss the insights gained through its implementation, as well as future challenges and potential applications.