HMSHost Corp. is expanding the use of its robotic customer service agent, Pepper the Robot, a 4-foot-tall humanoid robot that engages with guests at HMSHost’s North American airport restaurants. Pepper the Robot helps guests by providing menu details, making menu recommendations and answering other questions, which differ by airport.
Pepper has recently made its debut in three additional HMSHost North American airport restaurants. At Avenue des Canadiens in Montreal-Pierre Elliott Trudeau International Airport (YUL), Pepper the Robot can speak to patrons in English or French. Pepper has also been installed at the Washington Redskins Burgundy & Gold Club in Washington Dulles International Airport (IAD) and at Point the Way Café in Los Angeles International Airport (LAX).
HMSHost and SoftBank Robotics America launched Pepper’s pilot program at Pyramid Ale Taproom in Oakland International Airport (OAK) in January 2017.
At each of these airports, Pepper interacts with travelers differently, a customized approach that HMSHost hopes will provide an entertaining and informative guest experience. In some locations Pepper gives directions to gates, restrooms and other HMSHost-operated food and beverage options.
“HMSHost is the industry leader in culinary innovation, but we’re also at the forefront of bringing travelers the latest airport dining technology to help ease their travels,” says Jim Schmitz, HMSHost’s vice president of innovation. “We are excited to bring something as unique and entertaining as Pepper to help us further enhance the experience we offer our guests.”