Why the Tesla ‘Optimus’ Robot Changes Everything About Customer Experience
- by CMS Wire
- Oct 17, 2024
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Elon Musk's Optimus robot highlights how AI in customer experience can transform daily tasks and create more engaging brand interactions.
The Gist
AI-powered brand agents. Elon Musk’s Optimus robots could improve customer experience by acting as 24/7 brand representatives and increasing engagement.
Personalized shopping experiences. Optimus robots can anticipate consumer needs and help them make informed purchasing decisions.
Human-like interaction. Optimus showcases the future of AI in customer experience, blending human-like interaction with advanced personalization for deeper brand connections.
There isn’t much that Elon Musk can’t and won’t try or do. The man is a builder and an innovator, and he has already done more than most — especially with his latest innovation.
Elon Musk revealed at a recent Tesla event a new autonomous robot called “Optimus” — an android straight out of a science fiction movie that has the charisma of George Clooney and the intelligence of Albert Einstein.
In many of the videos posted on social media, Optimus can be seen having conversations, interacting with people and taking drink orders from attendees at an event. But this new android will be able to do much, much more than that.
According to Musk, “It'll be able to do anything you want… It can be a teacher or babysit your kids. It can walk your dog, mow your lawn, [and] get the groceries. [It can] just be your friend — serve drinks, whatever you can think of, it will do. It's gonna be awesome.”
Musk also made it clear that Optimus will have a human-like presence rather than the feel of a stale, predictable robot. "One of the things we wanted to show tonight was that Optimus is not a canned video. It's not walled off. The Optimus robots will walk among you... You'll be able to walk right up to them, and they'll serve drinks at the bar."
So what’s the big deal? This isn’t the first AI robot we have seen in recent years. Why is this one different?
First and foremost, it’s Elon Musk, so we know that if he puts something out, it’s going to be what he would describe as “awesome.” Secondly, it's less about what the android is doing in this release and more about the potential of what could happen if we all have our own personal Optimus in the future. This innovation showcases the potential of AI in customer experience.
Here are three ways in which Optimus can bring benefits for consumers in our everyday lives.
AI in Customer Experience: The Emergence of Optimus Robots
Advancements of AI in customer experience brought by innovations like Optimus will raise important questions about the future of consumer interactions. Imagine going shopping at a local mall where every single store associate is an Optimus. A bit scary, right? But it’s closer than you think. I predict most brands will have their own in-store robot associates to answer customer questions, take orders and act as an overall customer support resource for customers.
What else could this mean? How about 24/7 store hours, where customers can purchase at whatever time works best for them? We have all seen the self-service convenience stores at airports where you swipe your credit card, enter the store, grab what you need and leave. This takes that approach to a new level, especially for products that require higher touch and consideration before purchasing.
As these new androids start to work their way into the brand world and society, their computing power and ability to personalize shopping experiences based on consumer behaviors and preferences will become unmatched.
The Impact of AI Androids on Personalized Shopping
The world of personalized shopping agents isn’t a new concept. Many brands are exploring the idea of having digital live chat shopping agents that can help you find products based on conversations that you’ve had directly with the brand.
What’s different now is how Optimus could be integrated into your home. Running low on toilet paper? Optimus will notice it and ask you if you’d like to order more. Got a light bulb out? Optimus will check to see if you have any light bulbs in your closet before ordering without your permission. Essentially, these AI androids will become so woven into our lives that they can intuitively make purchases for us, without needing to ask for our permission.
Let’s take it a step further. Have a date lined up later this week? Optimus can help you pick styles that are trending and give you dating advice before you venture out. Where the rubber really meets the road is how Tesla and their team will incorporate empathy, compassion and understanding into their operating system.
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