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Robot concierge coming to SM as Henry Sy turns to AI

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Jessica Fenol, ABS-CBN News

<div class="embed-wrap"><figure data-feedback="fb:likes,fb:comments"><img src="http://sa.kapamilya.com/absnews/abscbnnews/media/2018/news/11/22/sm.jpg"/><figcaption>A boy interacts with a customer service robot at SM Megamall during a demonstration on Nov. 21, 2018. The robot represents billionaire mall tycoon Henry Sy&#x27;s increasing use of automation in his business. <em>Mark Demayo, ABS-CBN News</em></figcaption></figure></div><p>MANILA -- Christmas shoppers gawked as 2 white robots rolled under giant unicorns, a preview of how billionaire Henry Sy plans to use artificial intelligence in his mall empire.</p><p>The robot concierge provides information on deals, promos and events from a touch screen mounted on its chest. It can also reply by voice to basic questions.</p><p>&quot;We believe that technology can aid us in upgrading our service,&quot; SM Supermalls chief operating officer Steven Tan told ABS-CBN News </p><p>&quot;The Sy family, the SM group are so much into technology,&quot; said Tan, who got the idea to deploy robots after using one in an airport in South Korea.</p><p>Megamall, one of the SM Group&#x27;s largest, will deploy 3 concierge robots in the first quarter of 2019. If successful, it will be expanded to Mall of Asia, Seaside City Cebu and Aura Premiere, Tan said.</p><p>Taiwan&#x27;s New Kinpo Group manufactured the robots for SM. It deploys similar models to malls, banks, convenience stores and airports in the region, said its sales deputy manager Ligo Lim.</p><div><strong>HUMAN TOUCH</strong></div><p>Lacking the &quot;human touch,&quot; Tan said robots could&quot;never replace&quot; flesh and blood workers at SM, the Philippines&#x27; largest shopping mall operator.</p><p>&quot;Definitely emotions, with human beings they have likes, they know what&#x27;s delicious, they know what&#x27;s exciting. I don&#x27;t think that can ever be given by a robot,&quot; he said.</p><p>SM is deploying &quot;a lot of automation,&quot; some of which are not visible, including AI in its customer hotlines, Tan said.</p><div class="embed-wrap"><figure data-feedback="fb:likes,fb:comments"><img src="http://sa.kapamilya.com/absnews/abscbnnews/media/2018/news/11/22/steven.jpg"/><figcaption>Supermalls chief operating officer Steven Tan poses with a robot concierge at SM Megamall on Nov. 21, 2018. The robot represents billionaire mall tycoon Henry Sy&#x27;s increasing use of automation in his business. <em>Mark Demayo, ABS-CBN News</em></figcaption></figure></div><p>New technologies, including the robot concierge, are deployed in SM&#x27;s China malls before they are adopted in the Philippines, he said.</p><p>The robot concierge will be the latest addition to SM Megamall, where a recent expansion allowed global brands like H&amp;M and Din Tai Fung to establish themselves in the Philippines.</p><p>SM Megamall is also home to a call center hub and the complex will soon include a luxury residential tower.</p><div class="media-content"><div class="slider-for"><div><img src="http://sa.kapamilya.com/absnews/abscbnnews/media/2018/news/11/22/sm1.jpg"/></div><div><img src="http://sa.kapamilya.com/absnews/abscbnnews/media/2018/news/11/22/sm2.jpg"/></div><div><img src="http://sa.kapamilya.com/absnews/abscbnnews/media/2018/news/11/22/sm3.jpg"/></div><div><img src="http://sa.kapamilya.com/absnews/abscbnnews/media/2018/news/11/22/sm4.jpg"/></div></div><div class="slider-desc"><div class="item-desc"><p>Shoppers interact with a customer service robot at SM Megamall during a demonstration on Nov. 21, 2018. The robot represents billionaire mall tycoon Henry Sy&#x27;s increasing use of automation in his business.<cite> Mark Demayo, ABS-CBN News</cite></p></div><div class="item-desc"><p>Shoppers interact with a customer service robot at SM Megamall during a demonstration on Nov. 21, 2018. The robot represents billionaire mall tycoon Henry Sy&#x27;s increasing use of automation in his business.<cite> Mark Demayo, ABS-CBN News</cite></p></div><div class="item-desc"><p>Shoppers interact with a customer service robot at SM Megamall during a demonstration on Nov. 21, 2018. The robot represents billionaire mall tycoon Henry Sy&#x27;s increasing use of automation in his business.<cite> Mark Demayo, ABS-CBN News</cite></p></div><div class="item-desc"><p>Shoppers interact with a customer service robot at SM Megamall during a demonstration on Nov. 21, 2018. The robot represents billionaire mall tycoon Henry Sy&#x27;s increasing use of automation in his business.<cite> Mark Demayo, ABS-CBN News</cite></p></div></div></div>

<p>Should the pilot test at SM Megamall succeed, the robot concierge concept would be expanded to Mall of Asia, Seaside City Cebu and Aura Premiere.</p>

Should the pilot test at SM Megamall succeed, the robot concierge concept would be expanded to Mall of Asia, Seaside City Cebu and Aura Premiere.

Robot concierge coming to SM as Henry Sy turns to AI

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Robot concierge coming to SM as Henry Sy turns to AI

Jessica Fenol,

ABS-CBN News

Published November 22, 2018 09:44 AM PHT

|

Updated November 22, 2018 10:27 AM PHT

Read More:

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SM

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