Customer Service Humanoids

Buying advice

Map the guest journey before shortlisting

Sketch the few minutes a guest spends with the robot: where they first see it, what they are likely to ask, and where the conversation should end. That map tells you whether you need a face that holds attention or a body that can hand over a leaflet or a key card. Ameca and Mesmer both come from Engineered Arts, so compare that pair with each other first, then set them against Mirokai, Dobot Atom and Phoenix. When the listings were checked in October 2026, prices shown here started near $27,500 with the Dobot Atom and climbed to near $300,000 with the Sanctuary AI Phoenix, and every listing had a published price. Ask each maker for footage of the robot doing your guest task, not a stage demo.

Tell guests they are talking to AI

The EU AI Act, Regulation (EU) 2024/1689, expects people to be told when they are dealing with an AI system unless that is already obvious, and a lifelike face can make it less obvious. Build the disclosure into the robot's greeting and into the signage around it. Then ask the maker where speech is processed, which language model sits behind the answers, whether conversations are recorded and how long recordings are kept. Outside the EU, local privacy law still applies to voices and faces captured in a lobby. Keep a dated log of every change to the robot's answers, so a wrong reply can be traced to the edit that caused it.

Treat safety claims as work in progress

ISO/FDIS 13482, the revision of the personal care robot standard, widens its scope to service robots in commercial settings, and it was still a final draft when this page was reviewed. Until it is published, each maker has to explain its own approach. Ask which standards each robot has been assessed against, what happens if a child grabs an arm or an adult leans on it, and how it behaves when power fails. The International Federation of Robotics titled its humanoid position paper Vision and Reality, which is a useful split: judge each machine on the narrow job you will give it rather than on the general-purpose ambition. Write down who can stop the robot and how, then rehearse it with the front-of-house team.

What to look for

• Conversation: languages, voice quality and how answers are configured
• Mobility: fixed installation, wheeled base or walking
• Content tools, branding options and who keeps the robot's knowledge up to date

Common questions

Can a humanoid handle real customer questions?

Many can answer common questions and guide visitors using a configured knowledge base and speech interface. Plan a clear hand-off to staff for anything complex or sensitive.

Are these robots suited to events as well as permanent roles?

Expressive humanoids are often seen at launches, exhibitions and visitor attractions as well as in lobbies. Describe your event or venue when you request a quote.

Sources and further reading

• Humanoid Robots: Vision and Reality (IFR position paper) — International Federation of Robotics.
  Introduces the IFR paper on humanoids, including their intended role in service sectors facing staff shortages.
• ISO/FDIS 13482 Robotics — Safety requirements for service robots — International Organization for Standardization.
  Draft second edition that widens the personal care robot safety standard to service robots in commercial use.
• Regulation (EU) 2024/1689 (Artificial Intelligence Act) — EUR-Lex, Publications Office of the European Union.
  EU law on AI systems, including the duty to tell people when they are interacting with an AI system.