Generative AI Meets Service Robots

We explore the transformative impact of integrating generative artificial intelligence (GenAI) in the form of large language models (LLMs), large behavioral models (LBMs), and agentic AI into physical service robots and how these will transform physical service encounters. This conceptual article first shows that GenAI-powered service robots (also referred to as GenAI robots) will be able to autonomously deliver more complex, customized, and personalized customer service. Second, GenAI’s increasing capacity for no-code programming is expected to democratize robot training, improvement, and fine-tuning by frontline employees, thus improving robot performance. Third, the implications of GenAI robots are outlined…