Transcript
Introducing OSHbot
July 1, 2015
Corey Pearson, Sr. Managing Consultant Retail
Press Release October 29, 2014
NEW YORK -- The robots are coming.
Lowe's is testing whether new bots on wheels can improve its customer service, like helping a shopper find a match for something as simple as a nail.
Four robots will be tested an Orchard Supply Hardware store owned by Lowe's in San Jose.
The robots dubbed OSHbots look like white columns with two large black screens on either side of them, and wheels to help them move.
They are equipped with 3D cameras so they can scan and identify items. And customers can research items they want to buy on their
screen. Then the robot can lead them to the aisle where an item is located.
"They're based on making a science fiction story a reality," said Kyle Nel, executive director of Lowe's Innovation Lab.
The robots will make their inaugural appearance in late November or early December at the OSH store at 377 Royal Ave. in San Jose, said Amanda Manna, a Lowe's spokeswoman. She said the San Jose location was chosen for several reasons: the store has already
served as a sort of laboratory where Lowe's, which bought OSH a little over a year ago, can test out new tech tools and systems to enrich
the customer experience; Lowe's has its innovation lab at Singularity University at the NASA Research Park at Moffett Field; and Silicon Valley is the perfect spot to test out robots in retail.
"We are constantly looking across the company for ways to try out new technologies,'' said Manna. "And since the local customer base is
already so tech-savvy, the community makes a great partner'' for the experiment.Advertisement
The robots also have a database of what inventory is in stock at the store, so they can let customers know if something is out of stock or
not. "People can come in with a random screw and say, 'Mr. Robot, I need more of these,' and if we do have it in the store, they can find it," Nel said.
The robots can speak in English and Spanish.
Lowe's started working with Fellow Robots, a technology company in Mountain View, in November to develop the robots. The cost of the
project is undisclosed.
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Source: Mercury News October 29, 2014
Prepared by Corey Pearson, Sr. Managing Consultant IBM July 1, 2015
Orchard Supply Hardware 377 Royal Ave, San Jose, CA
a subsidiary of Lowes operating on the West Coast.
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A recent new store opening in an
urban high traffic area of San Jose
My first impression is that OSHbot is
not replacing any humans… yet.
Prepared by Corey Pearson, Sr. Managing Consultant IBM July 1, 2015
Meeting OSHbot
I inquired of the customer, is this your cart?
She responded “Yes, he seems to be having
trouble with it.” I asked whether she used
OSHbot, and she rolled her eyes and said no,
and abruptly took her cart and left.
Thinking OSHbot would respond to human
voice I introduced myself. No response. I
was facing his back, but there was a camera?
I went around to his
front side and he picked
up I was there and said
“Hello, I am OSHbot,
can I help you find
anything”.
Upon entering the store, I was greeted by
Francis, a 20ish year old male with
impeccable customer service skills. When
I responded to “how can I help you?” with
“I’m looking for OSHbot”, Francis asked
the store associates via his mobile device
whether anyone had seen OSHbot. With
no response he offered to help me find
him, which I chose to go alone. Before
letting me go, Francis declared, OSHbot
can find things but if you want to know
about products, find one of us as we can
help!
I found OSHbot, although in a precarious
situation. A customer had entered the
aisle and left her cart, proceeded around
OSHbot leaving him trapped. As I
approached OSHbot was nudging the cart.
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Finding Items
Before entering the aisle, I picked up an item
from the adjacent aisle to bring along as I had
heard you could bring an item show it to him
and he would find it. After showing him the
item and talking to him, I learned that he
doesn’t have visual recognition, and I must
press a button on the screen to speak with
him. I did, and read the description on the
label. He promptly located items from the
stocking section that most closely resembled
what I was looking for. Many had photos,
however in later instances, the items did not.
I chose my item from the screen and an aisle
directory appeared showing my location
along with where the item was located.
OSHbot then asked me if I would like him to
accompany me to the item. I pressed a
button on the screen to begin our journey.
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Journey to the item location
OSHbot couldn’t distinguish between Scotch
tape and Scotchbrite causing me to type in
the description on the screen. Note photos of
tape on the screen. Second photo shows the
aisle directory with the item description.
OSHbot turned and headed down the aisle
at a reasonable pace. As he neared the
end of the aisle, he was very cautious in
navigating around the corner. Upon
finding the perimeter clear, he proceeded
to the next aisle. The item I had chosen
was the 3rd item on the right hung on a peg
about 4 ft high. OSHbot passed the item
and stopped about 8-10 ft past the item
and declared we had arrived.
I had brought with me a sponge from the
section near where I met OSHbot as my
next test. I again activated the voice
prompt and spoke the description in.
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Prepared by Corey Pearson, Sr. Managing Consultant IBM July 1, 2015
16 penny galvanized roofing nails and other illusive items
Francis was near the nail aisle and took note
as I spoke a voice command to help me find
potting soil. Francis interrupted and said
OSHbot can’t go outside. OSHbot responded
as well saying “:They told me that I am not
allowed to go outside.” which I thought was
clever.
I chose another item which is typically
stocked at Lowes, Appliances. OSHbot
searched and searched and came up with an
appliance bulb. Turned out they didn’t carry
Appliances, but OSHbot didn’t know that.
I set my sights on Ladders and OSHbot
brought me to the aisle and stopped near the
far end of the aisle this time declaring we had
arrived. I searched and found we had passed
the specific ladder request 10 feet behind us.
Anyone who has been shopping in a
hardware store knows that shopping for
nails can be one of the toughest items to
locate. I decided to put OSHbot to the test
by typing in nails and then choosing the
illusive 16 penny galvanized roofing nail.
We did our customary pleasantries and
OSHbot was off to the nail dept. As he
neared the end of the aisle, he
encountered an elderly woman whom he
saw as an obstacle. He kept inching along
causing her to back away as she remarked
“He didn’t even say excuse me!” we both
laughed, and I followed OSHbot to the end
of two very large aisle filled with nails,
screws and fasteners. He stopped in the
perimeter and declared we were there
which was underwhelming at best.
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What does OSHbot do when he is not helping anyone and
does he know what is in or out of stock?
I wondered if I left OSHbot for a few minutes
what he would do. Would he go back to the
front of the store, find a customer, take care
of a spill in aisle 9?
So I left OSHbot for 3 minutes and walked
out of the area. Upon returning I found him in
the exact same spot staring at the shelf.
Thinking I was done with my test I began to
check out the store in its entirety. A few
minutes later, I recalled the article stated
OSHbot knew the store inventory, and had to
check it out. I found an out of stock item,
Craftsman 4 piece pliers and went to find
OSHbot. Surprisingly, I found OSHbot by the
shovels. The screen showed someone had
used him for finding them.
OSHbot efficiently located the item
stocking section, displaying the aisle, and
after confirming I needed his help, OSHbot
took me to the pliers aisle, again stopping
no where near the item, but more
importantly, not knowing if the item was in
or out of stock.
This concluded my interactions with
OSHbot as I had satisfied my curiosity.
Francis shook my hand and thanked me
for shopping at Orchard Supply Hardware.
My compliments to all the store associates
who greeted me, engaged all with a
friendly, helpful attitude!
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OSHbot Summary
Opportunities:
•Voice activated vs. pushing a buttons
•Visual recognition vs. speech or typing
•Exact item location should be possible
through cross reference of plan o grams
•Item in-stock should be possible with on-
hand inventory tables
•Recognition of customers as something
other than an obstacle.
•Difficulty navigating in tight spaces, around
aisle stacks, carts, people etc.
•Ability to understand items that a customer
may expect to find which are not stocked.
Abilities:
•Able to navigate obstacles well.
•Knows store stocking sections and what
items are associated with those sections.
•Voice interaction works well when
activated.
•Item look-up is easy to navigate with
touch screen.
•Aisle directories are easily understood.
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In conclusion, I applaud Lowes for this out of the box idea which has future merits beyond
what it is doing today. When their vision for OSHbot is fulfilled I expect Lowes and those
retailers that adopt this technology will not only have a useful customer ally, but deliver a
point of differentiation with an element of fun that creates a word of mouth buzz resulting
in increased traffic and sales.
Prepared by Corey Pearson, Sr. Managing Consultant IBM July 1, 2015
Appendix: Enlarged Photos
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Prepared by Corey Pearson, Sr. Managing Consultant IBM July 1, 2015
Appendix: Enlarged Photos
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Prepared by Corey Pearson, Sr. Managing Consultant IBM July 1, 2015
Appendix: Enlarged Photos
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Prepared by Corey Pearson, Sr. Managing Consultant IBM July 1, 2015
Appendix: Enlarged Photos
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Prepared by Corey Pearson, Sr. Managing Consultant IBM July 1, 2015
Appendix: Enlarged Photos
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Prepared by Corey Pearson, Sr. Managing Consultant IBM July 1, 2015
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