September 09, 2025
China Bringing AI to Robotics Ahead of the Retail Robo-CX Era
Whether we like it or not, robots are flooding the workplace. Swiftly moving from the factory and hospitals, to retail environments and beyond. From a CX perspective and as consumers, we all need to prepare and consider how they will change the landscape.
With China’s Alibaba leading a $100 million investment round in a local humanoid robot startup, X Square Robot, the merging of AI and robotics is picking up the pace. The funding will help develop robots that can perform autonomous tasks and learn more about their environment. Eventually giving them similar real-world skills to the conceptual talents of ChatGPT et al.
That comes on the heels of a World Economic Forum on “Physical AI: Powering the New Age of Industrial Operations.” It headlines the evolution of robots in factories and beyond. Noting that “Technological breakthroughs are pushing the boundaries of automation. Now, tasks that were once too variable or cost-prohibitive to automate are now both technically feasible and economically viable.”
Looking ahead to NRF Retail’s Big Show Europe, taking place in Paris next week, Director Arnaud Gallet notes, “Robots in retail bring significant value by automating repetitive tasks such as inventory checks, shelf restocking, and store cleaning, which reduces labour costs and human error while freeing staff to focus on customer service.”
“They enhance the shopping experience through in-store guidance, faster click & collect preparation, and interactive support, creating a more modern and engaging store environment. Additionally, robots collect real-time data on stock levels, foot traffic, and shopper behaviour, enabling better inventory management and merchandising decisions. Rather than replacing employees, they complement human work, improving efficiency and customer satisfaction.”
The Robotic Customer Experience Welcomes You
Factories are already home to robots, while the population see them cleaning hospitals, helping with luggage at airports and similar situations. But now robots are creeping into stores near you.
In Ireland, price and stock-checking robots are patrolling the aisles as part of a test in SuperValu stores. They help keep shelves full and can order new stock, carefully avoiding customers and pausing when they are nearby. As Lenovo discussed earlier in the year, AI helps robots master different environments and products, learning how to deal with new scenarios.
Many countries are used to digital shelf labels and signage. But moves are already underway to take robots out of the warehouse for in-store aisle stocking roles, with supermarket retailers looking to cut costs and the variability of human effort.
They are also taking to the streets helping with food and coffee deliveries for Just Eat in Switzerland among other efforts. Note, that trial was stopped when the police intervened, querying the legality of the “vehicles”.
How Customers Will React to In-Store Robots
Robots could soon take over the pick-and-pack role. Allowing more staff to work at the tills and help with customer service.
Trials will take place during closed hours, but we’ll see robots working during open hours. They will diligently move items from pallets to the shelves. And, carefully navigate around customers, pausing activity if shoppers need something from the area that robots are working in.
Once the wide open areas of supermarkets have been mastered, more refined robots could take over in fashion stores or shops with complex layouts.
So far, shoppers have taken with concern and curiosity to robots on their streets and stores. Many take a photo for social media, which gives stores the opportunity to stick a QR code to “find out more about me” on the bots.
That can lead to an explainer site about the use and benefits of robots in stores, the systems use to protect shoppers, and how retail businesses are going to protect staff and jobs.
As automated pick-and-pack, delivery and robotic supply chain and stocking become common, consumers will adapt to them. Just like chip-and-pin and increasingly popular self-checkout options. And with drones delivering takeout food and larger orders, reducing the number of mopeds and cars loitering around eateries and stores, the broader benefits should become apparent.
Addressing business and customer needs, Simbe Robotics, which produces many of the Tally robots used in retail, recently announced an Advisory Board to guide the next era of intelligent retail operations,.
